JOB SUMMARY:
The Customer Service Coordinator is responsible for managing the daily support needs of customer service-related communication. This role ensures proper customer service execution by tracking label orders through production and maintaining regular communication with customers. The Customer Service Coordinator is responsible for responding to customer service inquiries via phone- messages, emails, and written communication on behalf of the organization. Daily tasks include proofing, quoting and follow-up with customers. This role requires strong computer aptitude and the ability to quickly learn new software systems, as the company will be transitioning to a new ERP system.
PRIMARY DUTIES:
Customer Support & Interaction for internal & external customers – 50%
- Assist with day-to-day operations.
- Maintain backorders, and EDI orders.
- Responsible for all daily tasks associated with assigned account(s).
- Respond promptly to customers inquiries via phone and email.
- Listen to customer complaints and provide adequate solutions for their problems.
- Collaborate to resolve service-related issues, including complaints, backorders, and order follow-ups.
- Assist with order placement.
Internal Coordination & Communication – 30%
- Collaborate with key departments (Billing, Sales, Marketing, Production, Warehouse) to ensure timely and accurate order processing, fulfillment issues, inventory, and price discrepancies.
- Maintain customer records, shipping preferences, pricing notes, and communication logs. Assist with system maintenance and ensure accuracy of order entry and documentation.
System Support & Process Improvement – 20%
- Learn and effectively utilize company software systems, including ERP, CRM, and other business applications.
- Support departmental process improvements and adapt to changes in business systems and workflows.
- Assist with testing, training, and adoption of new software or business processes, as assigned.
QUALIFICATIONS
- High school diploma or equivalent required; Associate degree in Business, Marketing, or related field preferred.
- 3–5 years of experience in customer service or account support, preferably in a manufacturing or print environment.
- Demonstrated ability to learn and adapt to new software systems and technology.
- Experience working within an ERP system preferred.
- Proven ability to deliver exceptional service and resolve issues professionally and efficiently.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED
- Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment.
- Must be able to lift 30 lbs. with or without accommodation.
- Knowledge of flexographic printing preferred not required.
- Advanced computer proficiency with Microsoft Office (Excel, Outlook, Word, Teams), CRM/ERP systems, and the ability to quickly learn new business software.
- Ability to work independently and in a group setting.
- Must possess strong oral and written communication skills.
- Strong organizational skills.
- The ability to adapt to changing technology, business processes, and system implementations.
- Awareness of available internal materials and resources necessary to complete orders.
- Knowledge of the “Just in Time” inventory concept and the ability to order product accordingly
PHYSICAL AND MENTAL DEMANDS
The ability to sit for extended periods of time (6-9 hours) and use a computer screen and talk on the phone with customers. The capability of lifting 30 lbs. with or without accommodation. Ability to adapt to a constantly changing environment. Attention to detail in Typing/data entry, errors can result in significant financial losses and production issues (wrong items being produced).
CONFIDENTIALITY
The position of Customer Service Coordinator deals with customer account information and has access to financial and technical information about the company that should not be shared outside the company.
CHARACTER OF SUPERVISION
The job of Customer Service Coordinator is under the direct supervision of the Customer Service Manager.
WORKING CONDITIONS
This position is primarily performed in an office environment within a manufacturing facility and requires regular interaction with employees across production, warehouse, sales, and other departments.
CONTACT WITH OTHERS
The position of Customer Service Coordinator has frequent contact with others in the company as well as outside the company.
Pay: From $23.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance
Application Question(s):
- Do you have 3 to 5 years of experience in customer service or account support, preferably in a manufacturing or print environment?
- Do you have experience working with an ERP system?
Education:
Work Location: In person
