Customer Care Coordinator

Overview

Position Summary The Customer Care Coordinator is a key role within ALTIVIA, operating as the voice of the company when liaising with distributors and direct clients, and providing an important central coordination point for internal stakeholders like commercial directors, account managers, and freight carriers. This role requires a self-starter personality, a strong work ethic, and a solutions-oriented mindset in order to provide exceptional customer service throughout the sales cycle.

The Customer Care Coordinator works closely with Commercial, Manufacturing, and Supply Chain teams to schedule, manage, and ensure timely and cost-effective chemical fulfillment to our customers.

• Liaise effectively and efficiently with all ALTIVIA plants, customers, and freight carriers
• Deliver customer satisfaction, enhancing processes and mastering communication (incl. verbal and written modes) to achieve maximum alignment and service level
• Ensure completeness and accuracy of order documents
• Receive and enter incoming order requests from customers
• Schedule shipments according to Operations and Supply Chain objectives
• Manage shipping schedules on behalf of each plant with our freight partners
• Evaluate carrier performance and report KPI’s to Supply Chain & Logistics
• Maintain paperwork records and spreadsheets to assist in invoice approvals
• Report and maintain records of customer communication & resolved issues, as applicable
• Attend to other customer service tasks as needed, including accurate execution of administrative duties with little or no supervision

• Strong attention to detail, organization, accuracy, and follow-through
• Critical thinking, for problem identification and resolution in a timely manner, with a sense of urgency
• Excellent communication skills both verbal and written
• Good interpersonal skills, and ability to be effective both independently and as a strong team player, in a fast-paced environment
• Intermediate knowledge of, and efficient navigation and performance using, MS Office & Excel

• Associate or bachelor’s degree in supply chain, logistics, operations, or a business-related field
• Experience with ERP systems (e.g., SAP, Oracle, JD Edwards), and/or import/export activities