Customer Success Coordinator

Benefits:

PTO

Paid holidays

Medical, dental & vision insurance

Company provided life insurance

401K with company match

Pay:

$20/Hour

Green Chem Industries is seeking a driven, detail-oriented Customer Success Coordinator who thrives at the intersection of customer relationships and supply chain execution. This role is the evolution of two previously separate functions — Customer Service and Freight Coordination — unified into a single point of accountability for every order from Sales Order creation to final delivery and Net Suite fulfillment.

The Customer Success Coordinator owns the complete order lifecycle for their assigned accounts within their hub. They are the customer's primary contact for all order-related communication, the operator responsible for securing freight, and the individual accountable for Green Chem's Perfect Order performance on every order they manage. No handoffs. No passing the baton. One owner, from Purchase Order to Proof of Delivery.

• Classify every order by urgency tier — NOW (immediate/same-day promise), Standard (5–7 days), or Planned (10+ days) — at intake, and prioritize and sequence work accordingly.
• Review approved Sales Quotes and convert them into confirmed Sales Orders in Net Suite within established SLA windows; validate pricing, product specifications, and customer-specific instructions before confirming every order.
• Classify each order by type — Stock (PTS), Customer Pickup (FCA), Drop Ship, Swing Load, Blanket, or Import Lead — and apply the correct Net Suite workflow, documentation package, and status path.
• Log and acknowledge every incoming Customer Purchase Order upon receipt; ensure zero POs are missed, delayed, or left unactioned.
• Send Order Acknowledgement (TP1) to the customer within 2 hours of Quote Approval without exception.

• Monitor the Pending Purchasing queue daily for all assigned drop ship and swing load orders.
• Maintain active communication with the Procurement team to confirm PO placement, supplier selection, product availability, and expected ready dates.
• Track supplier lead times and communicate estimated delivery timelines to the customer proactively — before they ask.
• Escalate any Pending Purchasing order that exceeds the internal resolution SLA to the Customer Success Team Lead before customer impact occurs.

• Source, quote, and secure carriers for all assigned orders across applicable hub freight modes — LTL, FTL, Liquid Bulk, Tank Trucks, ISOs, Drayage, Ocean, or International.
• Create Item Fulfillmen ts in Net Suite and manage the FreightPOP booking workflow — rate shop, enter hazmat details, select the carrier, and generate the BOL.
• Create Freight Purchase Orders (FPOs) in Net Suite tied to the Sales Order, with correct vendor, service item, rate, and lot allocation.
• Set up and maintain carrier compliance documentation:
  Certificates of Liability, Insurance, and all requirements under NACD Responsible Distribution guidelines.
• Negotiate rates and select carriers that optimize both service level and profit margin per load.
• For swing load orders: manage the inbound freight leg from supplier to Green Chem warehouse; confirm arrival with the warehouse team and coordinate outbound freight once inspection and relabeling are complete.
• For FCA (customer pickup) orders: coordinate the customer's carrier pickup, create the BOL, and send the Order Ready to Pick touchpoint.
• Monitor daily pickup and delivery execution; maintain proactive communication with carriers and driver dispatch to ensure on-time performance on every load.

• Prepare, review, and release all order documentation prior to shipment:
  Bill of Lading, Warehouse Release, Safety Data Sheet, Certificate of Analysis, Hazmat Declarations, Packing Lists, and any customer-specific documents.
• Verify every document for accuracy before it leaves the building — zero errors on transit documents, especially for DOT-regulated materials.
• Calculate and apply the Superfund Chemical Excise Tax on applicable stock orders.
• Ensure all hazardous materials shipments comply with DOT 49 CFR, EPA…