Customer Service Coordinator

Position Overview

We are seeking a detail-oriented Customer Service Representative to support domestic and international order management in a fast-paced corporate environment. This role is responsible for processing customer orders, coordinating logistics, maintaining customer records, resolving order issues, and partnering with cross-functional teams to ensure accurate and timely delivery.

Minimum Qualifications

• Associate degree or equivalent relevant work experience required
• 2 years of customer service experience in a corporate environment strongly preferred
• Experience managing multiple priorities while maintaining a high level of accuracy
• Strong written and verbal communication skills

Key Responsibilities

Order Management

• Manage assigned domestic and international customer accounts to ensure accurate, error-free order processing.
• Receive, validate, and enter customer orders using PeopleSoft and SAP order management systems.
• Process export and offshore orders, including logistics coordination through Origin Manager.
• Create shipping templates for customer and plant locations.
• Select carriers based on routing guides and request freight quotes when needed.
• Gather shipment weights, dimensions, customer information, and plant details to coordinate bookings.

Logistics & Process Support

• Maintain and develop customer service processes for global customer service locations.
• Follow established procedures for international shipments while ensuring compliance with customs requirements.
• Track shipments and proactively resolve delivery delays.
• Ensure Fiber Data Delivery (FDD) documentation is available when required.

Customer Support

• Respond to customer inquiries regarding orders, shipments, product information, and documentation within established response times.
• Build product knowledge to recommend appropriate fiber products based on customer requirements.
• Generate RFQs and customer quotes.
• Resolve customer payment discrepancies by partnering with Commercial Operations.

Financial & Administrative Support

• Create and maintain electronic purchase orders (ePOs) for third-party vendors.
• Ensure appropriate approvals are obtained for vendor purchases.
• Review and approve vendor invoices for accuracy.
• Process credits, rebates, and return authorizations (RMAs) related to pricing adjustments and product issues.
• Maintain customer profiles and buying agreements within PeopleSoft and corporate systems.

Cross-Functional Collaboration

• Partner with Planning, Shipping, Quality Assurance, IT, Finance, Commercial Operations, Transportation, Credit, Billing, Freight Forwarders, and customers.
• Support global Customer Service teams as needed.
• Assist the Sales team with reporting and analysis.
• Participate in special projects and business improvement initiatives.

Required Qualifications

• Exceptional attention to detail
• Strong organizational and time management skills
• Ability to prioritize multiple tasks in a fast-paced environment
• Excellent verbal and written communication skills
• Strong customer service mindset
• Effective problem-solving abilities
• Ability to work both independently and collaboratively
• Proficiency with:
  • Microsoft Outlook
  • Microsoft Teams
  • Microsoft Word
  • SharePoint

Preferred Qualifications

• Experience using SAP and PeopleSoft order management systems
• Advanced Microsoft Excel skills
• Experience supporting international order fulfillment and logistics
• Ability to adapt to changing business needs and support process improvements
• Experience working in a collaborative, team-oriented environment

Soft Skills

• Positive attitude
• Results-driven mindset
• Self-motivated and proactive
• Strong interpersonal skills
• Team-oriented
• Adaptable to change

Travel Requirements

• Minimal to no travel required
• Occasional travel to domestic manufacturing facilities or customer locations may be required as business needs arise