The Customer ServicePurchasing Coordinator is responsible for providing a high level of service to customers while supporting the company's day-to-day purchasing activities. This position serves as a central point of coordination for customer service cases, product concerns, warranty claims, returns, replacements, and other customer needs, ensuring issues are appropriately documented, routed, followed through, and resolved.
The role also supports purchasing activities by coordinating with suppliers, maintaining accurate purchasing information, monitoring orders, and communicating with internal teams and external partners.
Success in this position requires strong communication, organization, attention to detail, follow-through, and a customer-first mindset. The Customer ServicePurchasing Coordinator works closely with Sales, Operations, Warehouse, Finance, suppliers, and other cross-functional partners to ensure efficient experience for both customers and internal stakeholders.
Details:
Customer Service
-
Serve as a primary point of contact for customer service inquiries, product concerns, warranty claims, returns, replacements, and other post-sale customer needs.
-
Oversee customer issues from initial submission through resolution, ensuring timely follow-up and clear communication throughout the process.
-
Monitor customer cases submitted through the CRM platform and designated service request email address.
-
Review, document, prioritize, and assign customer cases to the appropriate internal team members or external partners for action.
-
Assist in identifying the root cause of customer issues and coordinate with appropriate parties to determine effective resolutions.
-
Follow up with internal teams, customers, suppliers, manufacturers, and other external partners regarding open warranty claims, product complaints, service requests, and related issues.
-
Communicate case status, next steps, and final resolutions clearly and professionally to both customers and internal stakeholders.
-
Work with cross-functional peers to coordinate product returns, replacements, credits, repairs, or other resolutions as needed.
-
Maintain complete and accurate records of customer interactions, case activity, resolutions, and supporting documentation within the appropriate systems.
-
Proactively monitor open cases and follow up on outstanding actions to help ensure issues are resolved in a timely manner.
-
Identify recurring customer issues and escalate trends or potential product, supplier, or process concerns to management.
-
Maintain and follow established customer service procedures while identifying opportunities to improve efficiency, consistency, and customer experience.
-
Ensure customer service processes and procedures are documented, maintained, and consistently followed.
-
Uphold the highest level of customer satisfaction through responsive, professional, and solutions-oriented service.
Customer Order Fulfillment
-
Work with TX warehouse to accurately ship customer orders.
-
Update shipping information, estimated ship dates, etc. in appropriate locations for full visibility to the sales team.
-
Reconcile and monitor shipping costs charged to customers.
-
Communicate shipping cost errors or discrepancies to sales.
Purchasing
-
Support day-to-day purchasing activities to ensure products, materials, supplies, and services are ordered accurately and in a timely manner.
-
Prepare and process purchase orders in accordance with established company procedures.
-
Submit purchase orders to suppliers and confirm receipt, pricing, quantities, availability, and expected delivery dates.
-
Monitor open purchase orders and proactively follow up with suppliers regarding order status, back-orders, delays, shortages, or other discrepancies.
-
Maintain accurate purchasing records, supplier information, pricing, lead times, order confirmations, and related documentation within company systems.
-
Communicate changes in product availability, lead times, or delivery schedules to appropriate internal stakeholders.
-
Coordinate with suppliers and internal teams to resolve order discrepancies, damaged or defective products, shortages, incorrect shipments, and other purchasing-related issues.
-
Assist with supplier returns, replacement orders, credits, warranty claims, and related documentation as needed.
-
Work closely with Operations, Warehouse, Sales, Finance, and other departments to help ensure purchasing activities align with business and customer needs.
-
Assist with maintaining appropriate inventory levels by communicating product availability, lead-time concerns, and potential supply issues.
-
Support the maintenance of accurate product, supplier, pricing, and purchasing data within company systems.
-
Identify and communicate opportunities to improve purchasing processes, documentation, accuracy, and efficiency.
-
Coordinate shipping rates for freight forwarding of international shipments.
Other Duties
-
Receive, prepare, and process customer check deposits and related documentation in accordance with company policies and internal controls.
Requirements and Qualifications:
-
High school diploma or equivalent required; associate or bachelor's degree in business, supply chain, operations, or a related field preferred.
-
1-3 years of customer service, purchasing, administrative, order management, or related experience preferred.
-
Strong customer service orientation with a professional and solutions-focused approach.
-
Excellent written and verbal communication skills.
-
Strong organizational skills with the ability to manage multiple open items, priorities, and deadlines.
-
High attention to detail and commitment to maintaining accurate records and data.
-
Demonstrated ability to follow through on issues and coordinate activities involving multiple internal and external parties.
-
Strong problem-solving skills and willingness to investigate issues to help identify root causes and appropriate resolutions.
-
Ability to work effectively both independently and as part of a cross-functional team.
-
Comfortable learning and working within CRM, ERP, purchasing, email, and other business software platforms.
-
Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
-
Ability to maintain professionalism and composure when handling customer concerns or challenging situations.
Benefits
-
Paid time off
-
Paid holidays
-
Medical insurance
-
Dental insurance
-
Vision insurance
-
401(k) with company match
About Us:
We have been in business for 100 years and are leaders in the Commercial Outdoor Dcor industry. We distribute Christmas decorations, banners, and flags to municipalities, non-profits, and corporations throughout the Mid-Atlantic and Northeast. We work hardplay hard, take pride in the quality products we sell and the superior customer service that has made us a leader in our field. We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, incentive bonus programs, medical, dental, vision, and 401(k) + match benefits. An Equal Opportunity Employer/Disability/Veteran.
