Account Coordinator

Customer Service Coordinator

The Customer Service Coordinator manages a high volume of customer orders and inquiries while building strong, long-term relationships with a large portfolio of customers. This role serves as a key liaison between customers and internal departments, ensuring accurate order entry, timely follow-up, and clear communication throughout the order lifecycle. The coordinator uses SAP and Microsoft Office tools to maintain precise records, resolve discrepancies, and support continuous improvement of customer service processes in a collaborative team environment.

Responsibilities

• Communicate professionally and consistently with a broad cross-section of customers, serving as a primary point of contact for order-related questions and support.
• Collaborate closely with internal departments, including Purchasing, Sales, Operations, Logistics, and Accounting, to ensure smooth order processing and issue resolution.
• Maintain a strong working relationship with warehouse contacts to coordinate and monitor customer orders, shipments, and inventory-related questions.
• Maintain a strong working relationship with freight carrier contacts to track shipments, resolve delivery issues, and ensure accurate shipping information is communicated to customers.
• Receive and manage a high volume of incoming orders via telephone, email, and fax, accurately entering order details into a complex business system (SAP).
• Research customer requests thoroughly and provide timely follow-up to ensure questions and issues are resolved to the customers satisfaction.
• Respond routinely to customer inquiries regarding product availability and status, shipping details, invoices, returns, literature requests, proof of deliveries, contract terms, order status, and sample requests.
• Reconcile purchase order and order discrepancies promptly, ensuring data accuracy and alignment between customer orders and internal records.
• Run and review daily reports, and additional reports as requested, to monitor order status, performance metrics, and any issues requiring attention.
• Contribute time and insight to special projects as assigned, supporting broader business and departmental initiatives.
• Help develop and refine processes and procedures to improve efficiency, effectiveness, and compliance within the customer service function.
• Work closely with Account Managers to address specific customer questions, provide updates, and support strategic account needs.
• Manage a consistent book of business, effectively handling 200-250 active customers at any given time while maintaining high service standards.
• Positively contribute to a team environment by sharing knowledge, collaborating on problem solving, and supporting a culture of continuous improvement.
• Provide backup support and coverage for other Customer Service Representatives as needed to ensure uninterrupted service to customers.
• Maintain a professional phone demeanor and written communication style that reflects positively on the organization and strengthens customer relationships.

Essential Skills

• Minimum of 12 years of customer service experience, preferably in a role focused on relationship-building rather than collections or call center work.
• High school diploma or equivalent.
• Proficiency in Microsoft Word and Microsoft Excel, including the ability to use basic formulas such as SUM and AVERAGE.
• Experience with SAP or similar complex business systems for order entry and data management (SAP experience strongly preferred).
• Strong attention to detail and a high degree of accuracy when entering and reviewing data.
• Effective organizational skills with the ability to manage a large book of business and multiple priorities simultaneously.
• Ability to perform in a fast-paced, sometimes stressful…