Customer Service Coordinator – Level 2
Job Title: Customer Service Coordinator – Level 2
Location: Melrose Park, IL
Reports To: Customer Relations Manager
Position Summary:
In this mid-level position as a Level 2 Customer Service Coordinator, you will take increased responsibility for managing assigned customer accounts and handling more complex interactions. Your role will involve close collaboration with internal teams to ensure order accuracy, timely resolution of issues, and the delivery of outstanding customer service.
Key Responsibilities:
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Manage a portfolio of customer accounts, serving as the primary point of contact.
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Proactively communicate with customers and the sales team regarding back orders, delays, and updates.
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Resolve order discrepancies, shipping issues, and basic billing questions.
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Coordinate with the warehouse and logistics teams to ensure timely deliveries.
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Assist in onboarding new customers with set-up and documentation.
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Support special projects and contribute to the documentation of customer SOP’s
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Identify patterns in customer issues and suggest improvements to processes
Required Skills & Qualifications:
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Associates or bachelor's degree
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2-4 years of experience in customer service, order processing, or logistics
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Proficiency with ERP or CRM systems (i.e., SAP, Oracle, NetSuite, Sage X3)
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Strong organizational, multitasking, communication and problem-solving skills
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Ability to prioritize tasks and manage multiple responsibilities under tight deadlines
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Escalate issues to senior team members and management for direction and resolution
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Carry out assigned responsibilities with efficiency and keep management updated with clear and consistent communication
Preferred Qualifications
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Experience with Shopify or Gorgias preferred but not required
