Sales Support Coordinator

Sales Support Coordinator

Department: Customer Service / Sales Support Reports To: Customer Service Manager Location: Hauppauge, NY – On-site Schedule: Monday–Friday

Position Summary

The Sales Support Coordinator serves as a key point of contact for the day-to-day administration of customer accounts, supporting the order-to-delivery and billing process from receipt of the customer purchase order through fulfillment.

This role works closely with customers, Sales, Operations, Finance, and our third-party logistics partner to ensure orders are entered accurately, changes are communicated promptly, inventory is monitored, and billing is completed timely and accurately.

The ideal candidate is highly organized, detail-oriented, responsive, and comfortable managing multiple customer accounts and priorities in a fast-paced food manufacturing environment.

Essential Duties & Responsibilities

Customer Account & Order Management

• Manage the day-to-day administrative needs of assigned customer accounts.
• Receive, review, and enter customer purchase orders manually and through EDI.
• Verify order information for accuracy, including items, quantities, pricing, requested delivery dates, and shipping information.
• Process customer-requested changes to existing orders, including quantity, item, and delivery-date adjustments.
• Maintain accurate and up-to-date order information within NetSuite and applicable customer systems.
• Proactively communicate order updates, changes, delays, and other relevant information to customers and internal stakeholders.

Billing & Order Completion

• Process billing for completed customer orders accurately and timely.
• Review order and shipment information prior to billing and identify discrepancies requiring follow-up.
• Partner with Finance and Customer Service Operations to resolve billing questions or exceptions.
• Maintain accurate documentation related to customer orders and billing activity.

Inventory & Fulfillment Coordination

• Monitor inventory availability in support of customer orders.
• Identify potential inventory shortages or fulfillment concerns and communicate them to the appropriate internal teams.
• Maintain ongoing communication with Lineage regarding customer orders, inventory, pickups, deliveries, and daily order changes.
• Coordinate with Operations, Logistics, Sales, and other internal teams to help ensure customer orders are fulfilled as expected.

Customer & Consumer Support

• Respond to customer emails and phone calls regarding orders, deliveries, billing, inventory availability, and other account-related questions.
• Research routine customer issues and coordinate internally to provide timely resolutions.
• Receive and process occasional consumer complaints received by phone or email, following established procedures for documentation and escalation.
• Provide general phone coverage and appropriately route inquiries from customers, consumers, vendors, truck drivers, job seekers, and other callers.

Cross-Functional Support

• Serve as a day-to-day liaison between customers and internal departments, including Sales, Operations, Logistics, Finance, and Quality.
• Communicate account and order changes promptly to all impacted parties.
• Maintain organized customer and order records.
• Provide coverage for other team members during absences and periods of increased order volume.
• Participate in department meetings and support process improvements related to order management and customer account administration.
• Perform additional related duties as assigned.

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• 2+ years of experience in customer service, sales support, order management, account coordination, or a related role preferred.
• Experience within food manufacturing, CPG, distribution, or a similar environment preferred.
• Experience working with ERP/order management systems; NetSuite experience strongly preferred.
• Experience processing EDI orders preferred.
• Strong Microsoft Excel, Outlook, and general Microsoft Office skills.
• Strong written and verbal communication skills.
• Excellent attention to detail and ability to maintain accuracy while managing a high volume of transactions.
• Ability to prioritize multiple customer accounts, orders, deadlines, and changing requests.
• Comfortable working cross-functionally and communicating with customers, Sales, Finance, Operations, Logistics, and third-party partners.

Key Competencies

• Customer and account focus
• Order management
• Billing accuracy
• Attention to detail
• Organization and follow-through
• Sense of urgency
• Problem solving
• Cross-functional communication
• Adaptability in a fast-paced environment