Coordinator, Customer Service

Job Summary

The Customer Service Coordinator plays a critical role in managing the lifecycle of customer orders and ensuring a smooth flow of information between brokers, sales teams, internal departments, and warehouse operations. This position is responsible for verifying shipments, resolving issues related to orders and deliveries, and supporting the customer experience from order entry through fulfillment. A successful candidate will be detail-oriented, collaborative, and able to thrive in a fast-paced environment while juggling multiple priorities.

Essential Duties And Responsibilities

The following functions are essential to the role. Reasonable accommodations may be made to enable individuals with disabilities to perform these duties.

• Review daily shipping documents, including Bills of Lading, and ensure accuracy.
• Collect and review paperwork from external warehouses to confirm shipment details.
• Verify product quantities and shipment accuracy before final processing.
• Handle incoming calls from brokers, carriers, and other partners.
• Communicate with brokers via phone and email regarding order status, changes, or cancellations.
• Confirm correct pricing, promotions, and deal structures on all orders.
• Collaborate with the Logistics Department on carrier performance and late deliveries.
• Coordinate with Inventory Control to ensure product availability.
• Generate Return Merchandise Authorizations (RMA) for customer returns.
• Process customer orders via Electronic Data Interchange (EDI).
• Ensure correct warehouse assignment and on-time, accurate shipping.
• Manage pallet changes for certain customer pick-up and export orders.
• Enter special order requests, including samples, donations, and customer pick-ups.
• Forward end-of-month orders (including those on credit hold) to Accounting.
• Manage routing details per customer requirements.
• Manage customer scorecards and metrics, review results collaboratively to drive performance improvement.
• All other duties as assigned.
  
  

Required

Qualifications and Requirements

• Associate’s degree (A.A) or equivalent from a two-year college or technical school; or
• 1 year of related experience; or
• Equivalent combination of education and experience
  
  

Preferred

• Proficiency in Microsoft Office (Excel, Word, Outlook)
• Knowledge of EDI systems and order management platforms.
  
  

Skills & Abilities

• Strong written and verbal communication skills
• High attention to detail and accuracy in data entry and documentation
• Ability to manage multiple priorities and deadlines in a fast-paced environment
• Strong organizational and problem-solving skills
• Customer service oriented with a professional, positive attitude
• Ability to work both independently and collaboratively across departments