Customer Success Coordinator — Hybrid (Order & Inventory)

ForeFront Packaging Solutions designs, sources, and warehouses packaging solutions for some of Chicago's leading food manufacturers. Our customers range from established regional manufacturers to companies producing and co-packing products for major retailers, restaurant brands, and food service organizations. Our product portfolio includes poly and paper bags, tubs and lids, cups, boxes, and other custom packaging solutions. Just as important as what we do is how we work. ForeFront is a collaborative, fast-moving company where people are encouraged to ask questions, take ownership of their work, improve processes, and support one another. We put significant care into maintaining a workplace where employees can learn, contribute, and grow, and we are looking for someone who will add positively to that culture.

POSITION OVERVIEW

The Customer Success Coordinator (CSC) is a key day-to-day point of contact for an assigned portfolio of ForeFront's B2B customer accounts. This role combines customer service, order management, reporting, and day-to-day account support, with a strong emphasis on responsiveness, accuracy, organization, and follow-through. The CSC helps ensure customers have a smooth experience from order placement through delivery while working closely with Sales Operations, account owners, warehouse operations, and other internal teams. This is not a call-center or retail customer-service position. We are seeking a dependable professional who takes pride in getting the details right, communicates proactively, learns systems and processes quickly, and is comfortable taking ownership of routine customer and order needs. Note Strategic and key accounts remain under senior account ownership. The CSC may receive cross-training on certain key-account workflows in order to provide coverage and backup when directed but does not assume primary ownership of those accounts, they remain under ownership of the Director of Business Development.

KEY RESPONSIBILITIES

Customer Communication & Account Support Serve as the primary day-to-day contact for an assigned portfolio of customer accounts. Respond professionally and promptly to routine order questions, delivery-status requests, inventory inquiries, and other customer needs. Build responsive and professional relationships with customers and internal teams. Proactively communicate order updates, delays, discrepancies, or other information that may affect the customer. Identify issues requiring additional commercial, relationship, pricing, or operational judgment and escalate them according to the escalation matrix. Order Management Enter and process customer orders accurately in Goldfinch (Salesforce) and monitor orders through the order lifecycle from placement through delivery. Verify item numbers, quantities, pricing, shipping information, inventory availability, and delivery requirements before processing orders. Provide same-business-day order confirmations for processable orders. Identify and resolve routine discrepancies and escalate exceptions when additional approval or guidance is required. Coordinate with warehouse operations and account owners to help keep orders on schedule. Maintain organized and accurate order records and customer communication. Inventory Reporting & Excel Format, review, and distribute the daily Morton Grove inventory report in accordance with established SOPs and reporting deadlines. Prepare and format customer inventory reports as assigned. Use Microsoft Excel for inventory formatting, pricing lookups, inventory selection, data validation, basic reporting, and other operational tasks. Review data carefully for accuracy before distributing internal or customer-facing information. Maintain familiarity with inventory locations and warehouse processes in order to support accurate order and inventory decisions. Systems & Technology Use Goldfinch (Salesforce) and other company systems to manage customer orders, order data, customer information, and account activity. Develop proficiency with company reporting tools, shared inbox workflows, templates, and internal resources. Use company-approved AI productivity tools (e.g., ChatGPT or Claude) to assist with tasks such as summarizing information, querying SOPs, and improving workflow efficiency. Independently verify AI-assisted work before use, particularly quantities, pricing, inventory, customer information, and other critical order details. Handle customer information and use AI tools in accordance with training guidelines. Warehouse & Cross-Functional Collaboration Develop working familiarity with the ForeFront warehouse and inventory organization. Assist with locating samples, confirming bin contents, and communicating with the warehouse team when order or inventory questions arise. Work collaboratively with Sales Operations, account owners, purchasing, pricing, warehouse operations, and systems personnel. Support account and order needs as business priorities shift, within the defined scope of the position. Follow established order-entry, reporting, customer-service, and inventory SOPs. Identify recurring order, reporting, customer-service, or workflow issues and bring them to Sales Operations for review. Contribute ideas that may improve accuracy, efficiency, customer communication, or the overall Follow established processes and escalation guidelines rather than independently changing workflows, pricing, commercial terms, or account strategy.

REQUIRED QUALIFICATIONS

1–3 years of experience in B2B customer service, order entry, inside sales, account support, supply chain, operations, or a related environment. Strong written and verbal communication skills. Excellent attention to detail and organizational skills. Ability to manage multiple orders, customer needs, and competing priorities in a fast-paced Intermediate proficiency in Microsoft Excel, including formulas, lookups, filtering/sorting, and Comfort learning and working within CRM, ERP, order-management, and reporting systems. Comfort using AI productivity tools (e.g., ChatGPT or Claude), along with the judgment to verify AI-assisted work before use. Strong follow-through, curiosity, collaboration, and a willingness to ask questions when clarification is needed.

PREFERRED QUALIFICATIONS

Experience in packaging, manufacturing, foodservice, distribution, customer service, industrial supply, or a related B2B environment. Familiarity with Salesforce, ERP systems, or order-management software. Experience preparing customer-facing inventory reports or working with inventory data. Associate's or Bachelor's degree in Business, Communications, Supply Chain, or a related field, or equivalent professional experience.

WHAT SUCCESS LOOKS LIKE

A successful Customer Success Coordinator becomes someone customers and internal teams can depend on for accurate information, timely communication, and consistent follow-through. Over time, this person will independently manage the routine needs of their assigned accounts, process orders with a high degree of accuracy, maintain reliable reporting, recognize when an issue requires escalation, and continue building knowledge of ForeFront's customers, products, systems, and industry. This role offers meaningful exposure to customer success, sales operations, account management, supply chain, inventory management, and business systems, with the opportunity to grow as the employee develops greater knowledge and capability.

COMPENSATION & BENEFITS

Base salary of $48,000–$52,000 per year, plus a 5% annual bonus based on company performance. Full benefits package including medical, dental, vision, and 401(k) with company match. Unlimited paid time off policy after the first six months. Opportunity to work hybrid at the manager's discretion after the first six months. A collaborative, team-oriented environment with opportunities to learn, contribute, and grow #J-18808-Ljbffr ForeFront Packaging Solutions