Service Delivery Coordinator

Service Delivery Coordinator

The Service Delivery Coordinator reports to the Director of Operations and coordinates customer order fulfillment from receipt through final shipment, ensuring customer requirements, project specifications, quality standards, and delivery commitments are met. This role serves as the primary link between customer requirements, Project Management, and warehouse operations, monitoring order progress, communicating priorities, identifying risks, and coordinating issue resolution. The position requires strong organizational, communication, and problem-solving skills to support accurate, timely, and consistent service delivery while proactively addressing issues before they affect customer satisfaction.

Reports to:

Director of Operations

Non-supervisory position

Coordinate customer orders from receipt and order intake through picking, packing, quality control, and final shipment, ensuring orders are processed accurately, completed on schedule, and fulfilled in accordance with customer requirements and service-level agreements.

Review customer orders and specifications to verify quantities, product condition, packaging, labeling, documentation, and shipping information. Monitor order progress, identify potential delays or discrepancies, and coordinate timely resolution or escalation of issues.

Conduct or coordinate quality checks to ensure orders meet customer-specific standards and established procedures before shipment. Document quality concerns, initiate and maintain quality holds when requirements are not met, and escalate issues to the Logistics Manager and applicable Project Manager.

Coordinate daily warehouse fulfillment and shipping activities with warehouse personnel to ensure work is prioritized appropriately and customer commitments are met. Verify outbound orders are properly packed, labeled, and documented, and ensure shipment confirmations and tracking information are issued accurately and promptly.

Maintain current knowledge of customer-specific requirements and serve as the primary warehouse-side coordination link with Project Management. Provide timely order-status updates, communicate operational constraints and potential service risks, and ensure changes to customer requirements are communicated to the appropriate personnel.

Maintain accurate records of order status, quality inspections, service exceptions, shipment details, and corrective actions. Identify recurring issues affecting order accuracy, delivery performance, and quality, and recommend practical process improvements to enhance service consistency, operational efficiency, and customer satisfaction.

2–4+ years of experience in warehouse operations, order fulfillment, logistics coordination, project coordination, or a related field.

Experience supporting customer accounts or working in a customer-focused operational environment is preferred.

Working knowledge of Warehouse Management Systems (WMS).

Basic to intermediate proficiency with Excel or comparable reporting tools.

Demonstrated ability to identify, document, and act on quality issues under schedule pressure.

Strong organizational and problem-solving skills.

Excellent written and verbal communication skills.

Ability to communicate problems early and clearly rather than waiting for issues to become customer-facing.

Ability to coordinate work across teams without formal authority over the individuals performing the work.

Strong attention to detail and follow-through.

Ability to manage multiple orders, priorities, and deadlines in a fast-paced warehouse environment.

High school diploma or equivalent required.

Work is performed in a combination of office, warehouse, and shipping environments. The position requires regular movement throughout the…