Customer Account Coordinator

Customer Account Coordinator

Specialty Silicone Products, Inc. (SSP) (A HEICO Company) was founded in 1989 by four employees of GE Silicones. They recognized that several niche markets were emerging based on silicone technology and no commercial solution existed to meet this growing demand.

They combined their experience to design and manufacture EMI/RFI Conductive Silicones for Electronics/Military applications; Silicone/PTFE Septa closures and cap mats for analytical testing; and aerospace/USP-Class VI medical-grade silicones for Industrial Gasket Fabricators.

SSP is proud to be an ISO 9001 certified company as we celebrate our 37th year in business (2026), with a reputation for developing "Silicones that Work" and delivering them to our customers with speed, flexibility, and service. Our total facility footprint is now 54,000 square feet located at 3 McCrea Hill Road in the Corporate Technology Park, Ballston Spa, NY, a beautiful rural industrial park setting just off Route 50.

Position Summary

The Customer Account Coordinator (CAC) plays a critical role at the intersection of customer service, sales support, and cross-functional communication. This individual is the primary internal liaison between customers and departments including Production, R&D, Sales, and New Product Development. The CAC ensures seamless coordination and communication throughout the order lifecyclefrom order entry to fulfillmentwhile acting as a proactive customer advocate.

The ideal candidate will excel in customer communications, demonstrate strong attention to detail, be comfortable juggling priorities in a fast-paced environment, and contribute to both customer satisfaction and business growth.

Core Responsibilities

• Accurately enter and confirm customer orders received via email, phone, and portalsame day whenever possible.
• Serve as a central point of contact for customers, providing timely updates, tracking information, and resolution of inquiries or issues.
• Monitor and respond to emails and voicemails throughout the day; ensure all messages are acknowledged within 24 hours.
• Coordinate internally with production, quality, shipping, and R&D teams to ensure accurate and timely order fulfillment.
• Communicate changes or production delays proactively to customers and collaborate on solutions.
• Support the sales team by managing customer-required documentation, coordinating sample requests, and ensuring timely response to client needs.
• Review customer buying patterns and work with sales team to foster customer relationship; support customer retention and growth initiatives.
• Set up and maintain customer accounts, including credit reference checks, CRM updates, and data integrity in ERP systems.
• Process domestic and international shipping documentation accurately and in compliance with regulatory requirements.
• Answer incoming calls and direct inquiries professionally and efficiently to the appropriate team member.
• Build and maintain strong working relationships with purchasing contacts and key decision-makers.
• Actively contribute to a culture of continuous improvement by suggesting process or communication enhancements.

Required Skills & Qualifications:

• Associate degree (or equivalent experience); Bachelor's degree preferred
• Minimum 2 years' experience in customer service, sales support, or order management
• Proficient with Microsoft Office (Outlook, Excel, Word); ERP and CRM system experience strongly preferred (SAGE100, Salesforce, etc.)
• Exceptional written and verbal communication skills
• Strong attention to detail and organizational skills
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Conflict resolution and problem-solving capabilities
• Professional demeanor, positive attitude, and strong customer service orientation

SSP Beliefs and Values:

At SSP, our core beliefs and values foster a family environment.

Our Core Principles:

• We are comfortable being uncomfortable
• We give each other grace
• Every day is an opportunity to make a difference
• Never settle for good enough
• No politics

With these principles in mind we live out our mission:

Silicones that work delivered with speed, flexibility and service

SSP Quality Policy:

We are committed to:

• Consistent products and services that meet our customers' requirements.
• An ongoing process for continuous improvement.

Our goal is to be our customer's most preferred supplier.

Work Environment:

• Onsite standard office hours Monday-Friday, 8:30 AM 4:30 PM
• Occasional onsite after-hours email monitoring for international customer correspondence
• Standard office hours with onsite overtime during high-volume periods

Benefits:

• 401(k), with Company Match + Equity Builder
• Health insurance
• Dental insurance
• Disability insurance (STD, LTD)
• Vision insurance
• Life insurance
• Holiday Pay
• Paid Time Off