Customer Support Coordinator

Role Overview

• Serve as the primary point of contact for (TAP) and contract customer and sales team inquiries within the territory
• Build and maintain strong customer relationships through daily engagement and support
• Provide customer service functions to OEMs, including price and availability information, literature updates, and order expedites
• Manage the full account lifecycle, including onboarding, order processing, and ongoing support
• Review customer purchase orders for accuracy and request revisions as needed
• Process and monitor payment in advance
• Work with Accounts Receivable and collections to resolve past due invoices to minimize order delays
• Create, change and extend customer accounts
• Maintain clear, up-to-date records and documentation
• Assist in managing project orders through the full cycle, ensuring delivery and documentation commitments are met
• Act as a conduit between Sales, Distributors, and internal departments for quotes, bid packages, customer service, and submittals
• Partner with planning and purchasing teams to expedite orders and improve ship dates
• Review and analyze daily backlog reports and communicate updates to customers regarding open orders, weekly shipments, and past due orders
• Liaise between Customer Service, Operations, Product Management, Technical Services, and other internal teams to resolve issues and streamline communication
• Partner with sales and product management to support territory growth and strategic initiatives
• Provide limited pricing support in accordance with company policy
• Assist customers with basic technical questions with support from the Technical Services team
• Manage customer inquiries via phone, email and Salesforce.com
• Create and manage workflows
• Process customer returns and credit requests
• Attend meetings and training sessions as requested
• Perform other duties and responsibilities as assigned

Requirements

• Associate's degree in Marketing, Business or related field (Bachelor’s preferred)
• 2-4 years of equivalent experience working for a manufacturing company with a fully integrated ERP system (preferably SAP)
• Strong analytical skills
• Highly organized with ability to work well under tight time constraints
• Ability to manage multiple priorities simultaneously
• Must be strong in Excel (incl. v-lookups, pivot tables)
• Experience leading cross-functional projects desired
• Strong ability to communicate data and materials in easily understandable terms to all functions

Tech Stack

• ERP
• SFDC

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Professional development opportunities