Supervise and coach a team of Customer Service Specialists, ensuring adherence to established processes, service levels, and commercial policies.
Assign and prioritize daily work across RFQs, quotations, order entry, follow-ups, and customer requests.
Monitor workload distribution to maintain team efficiency and responsiveness.
Guide complex cases such as deviations, exceptions, margin validations, delivery challenges, and customer escalations.
Ensure accurate and consistent execution of the full quote-to-cash process: RFQ → Quotation → Follow-up → PO Validation → Order Entry → Production Monitoring → Shipping → Post-Sales.
Validate accuracy of quotes and sales orders, ensuring pricing, terms, and internal approvals are properly applied.
Oversee timely registration of RFQs, quotations, and orders in SAP and CRM/Salesforce.
Establish and monitor KPIs for the team (RFQs processed, quote response time, quote-to-order conversion rate, backlog health, on-time acknowledgments, etc.).
Serve as the primary liaison between Customer Service and internal functions including Sales, Planning, Production, Logistics, Finance, and Quality.
Handle escalated issues from key accounts, ensuring timely and professional resolution.
Support inside sales efforts by tracking follow-up activity on open quotations and improving conversion rates.

Bachelor's degree in business administration, Engineering, Supply Chain, or related field.
4+ years of experience in customer service, inside sales, commercial operations, or order management (manufacturing/industrial preferred).
Prior team leadership experience is highly preferred.
Strong knowledge of SAP, Salesforce/CRM systems, and commercial approval workflows.
Excellent communication, conflict resolution, and stakeholder management skills.
Ability to lead a team in a fast-paced environment while maintaining accuracy and quality.
Strong analytical, problem-solving, and organizational capabilities.
BS/BA in related discipline (engineering, business, marketing, etc.) preferred.
BSEE Power Systems emphasis.
4-6 years sales or customer service experience in the related industry (industrial, oil, gas, utilities, etc.) preferred.
2+ years of successful experience in power systems and/or substation experience and successful demonstration of Principal Duties and Responsibilities as presented above.

Customer Service Coordinator

Key skills