Customer Support Coordinator

Customer Support Coordinator

Location:

Boulder, CO, US, 80301

Job Function:
Customer Service

Job Type: Regular Full Time

We are currently seeking a Customer Support Coordinator who will drive account retention through superior customer responsiveness and attention to detail. They will perform order management in a complex, fast‑paced, and diverse environment. This representative will also provide support to external customers and facilitate internal communications related to order fulfilment and customer requirements.

Main responsibilities:

• Provide company and product information to prospects and customers. Quote standard price and delivery of commercial products via telephone, fax, and email.
• Receive and enter sales order information into the applicable ERP. On‑board new customers, including contact, billing, and shipping information.
• Interface with Sales and Manufacturing Operations to coordinate production and delivery schedules; proactively alert the team of any concerns.
• Create and maintain customer files containing all order, quotation, invoice, and related documentation.
• Coordinate returns with cross‑functional contacts to ensure timely review and resolution; track and advise customers of status and discuss repair quotations for out‑of‑warranty products.
• Support Business Development Managers by providing open order reports, participating in conference calls, and assisting with resolution of sales‑related issues.
• Support Finance with collections on new Cash in Advance accounts; receive and match Letters of Credit, ensuring accurate processing and sound financial controls.
• Assist with ISO 9000, Export Management System (EMS), Internal Control Program (ICP), and Import Management System (IMS) compliance; prepare requested reports on orders, backlog, late shipments, RMAs, bookings, etc.
• Manage export and import compliance requirements, obtaining necessary export licenses and end‑user certificates for new orders.
• Maintain documentation per company record retention policies.
• Participate in ongoing assessment of customer support processes and incorporate approved improvements.
• Other duties as assigned.

Requirements:

• Bachelor’s degree in business or related field preferred.
• Two years of customer support, inside sales, or contract administration experience preferred.
• Previous manufacturing experience preferred.
• Experience using enterprise resource planning (ERP) software preferred.
• Knowledge of import/export regulations and terms preferred.
• Highly organized, self‑motivated, with a sense of urgency, accuracy, flexibility, and independent decision‑making ability.
• Ability to manage multiple tasks simultaneously.
• Ability to work with little or no supervision on a variety of tasks.
• Strong relationship‑building skills with customers (internal and external) and effective communication via telephone and electronic means.
• Strong negotiation skills to resolve conflicting objectives and priorities, ensuring customer satisfaction.
• Proficient in Microsoft Office;
  Salesforce experience preferred.

Benefits start day 1:
Medical, Dental, Vision, 401K, Holiday Pay, Paid Maternity/Paternity leave, Tuition Reimbursement, Long‑term and Short‑term disability.

Pay range: $56,000–$70,000 annually, depending on experience.

This position requires the use of information subject to the International Traffic in Arms Regulations (ITAR).

Visa sponsorship is not available for any position at Excelitas.

Minorities/Females/Disability/Veteran/Gender Identity/Sexual Orientation