Customer Support Coordinator

Crafco, Inc. is seeking a Customer Support Coordinator at our corporate headquarters in Phoenix, AZ.

Customer experience is core to everything we do and if you agree, we want you on our team! Our customer support team's top priority is to make our customers successful by delivering excellent, personable and conversational support.

The Customer Support Coordinator has a unique responsibility for managing customer orders while acting as the primary communication hub between our sales and production departments. This is a full‑time customer support position, Monday‑Friday, based in our corporate headquarters offices in Phoenix, AZ.

The Coordinator will interact with external and internal customers to provide an excellent customer experience. Daily customer service activities include answering inbound customer calls and emails, order entry, and order management.

This position offers a competitive salary and an excellent benefits package that includes profit sharing, matching 401(k), health, life, disability, dental, vision, holiday, personal, sick time, maternity leave and more.

• Process customer orders received via email, phone, and fax in a timely manner.
• Respond to customer questions and inquiries within a reasonable timeframe depending on the level of urgency.
• Verify customer order information, product identity, quote, tax situation, and other details before entering orders into SAP; immediately inform the customer of any discrepancies and work to correct them.
• Check material availability and suggest alternative options (e.g., packaging, plant) to meet customer needs in cases of short supply.
• Provide freight quotes to customers upon request.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Coordinate with other departments to ensure customer orders and requests are being met, notifying the customer immediately of any issues that arise.
• Provide the customer with weekly or bi‑weekly open order reports and keep communication open for the status of upcoming projection orders.
• Build sustainable relationships and trust with customers and sales representatives through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods and tools.
• Coordinate shipments and information with the equipment and sealant plants when necessary to maintain a high level of customer service.
• Other duties as assigned.

• Proven customer service work experience of at least 3 years.
• Preference for 2 or more years of supply chain experience in a manufacturing environment.
• Proficient in English with excellent verbal and written communication skills.
• Strong written communication skills with excellent grammar in handling e‑mail responses professionally.
• Working knowledge of customer service software and strong computer competency in MS Office applications; SAP and Salesforce experience preferred.
• Exceptional listening, empathy, customer follow‑up, and ability to build customer relationships through positive interactions.
• Ability to work under pressure, organize, and prioritize responsibilities.

Crafco, Inc. is an EEO employer and a drug‑free workplace. Applicants must be authorized to work in the United States and have a valid driver’s license. Any employment offers are contingent upon a pre‑employment drug test and background check.

Salary: $45,000 - $60,000 per year