Customer Service Coordinator

JOB SUMMARY

The Customer Service Coordinator leads the day-to-day operations of the Customer Service team, ensuring consistent, accurate, and timely execution of all commercial and transactional activities across the quote-to-cash cycle. This role oversees RFQ processing, quotation quality, order management, customer communication, and cross-functional coordination with Planning, Logistics, Quality, Sales, and Finance.
The Coordinator ensures process discipline, supports inside sales growth, removes roadblocks for the team, and drives continuous improvement to achieve customer satisfaction and commercial excellence.
Create & follow up strategies with the Channel Partners to ensures the goals & growth strategies, participate in the Sales Budget & Growth Play Book, and participate and execute projects continuous operation improvements and or sales.


PRINCIPAL DUTIES AND RESPONSIBILITIES

1. Team Leadership & Daily Operations

• Supervise and coach a team of Customer Service Specialists, ensuring adherence to established processes, service levels, and commercial policies.
• Assign and prioritize daily work across RFQs, quotations, order entry, follow-ups, and customer requests.
• Monitor workload distribution to maintain team efficiency and responsiveness.
• Guide complex cases such as deviations, exceptions, margin validations, delivery challenges, and customer escalations.

2. Process Governance & Transactional Oversight

• Ensure accurate and consistent execution of the full quote-to-cash process:
  RFQ → Quotation → Follow-up → PO Validation → Order Entry → Production Monitoring → Shipping → Post-Sales.
• Validate accuracy of quotes and sales orders, ensuring pricing, terms, and internal approvals are properly applied.
• Oversee timely registration of RFQs, quotations, and orders in SAP and CRM/Salesforce.
• Establish and monitor KPIs for the team (RFQs processed, quote response time, quote-to-order conversion rate, backlog health, on-time acknowledgments, etc.).

3. Cross-Functional Coordination

• Serve as the primary liaison between Customer Service and internal functions including Sales, Planning, Production, Logistics, Finance, and Quality.
• Lead weekly meetings with Sales and Planning to review order status, delays, risks, and upcoming priorities.
• Facilitate communication between the Specialists and internal departments to resolve issues quickly.
• Support Sales with information on pipeline status, customer performance, delivery updates, and margin adherence.
• Assist Accounts Receivable with follow-up on past-due invoices while maintaining strong customer relationships.

4. Customer Communication & Escalation Management

• Handle escalated issues from key accounts, ensuring timely and professional resolution.
• Support the Specialists with challenging customer interactions, delivery conflicts, warranty issues, or commercial disagreements.
• Provide consistent communication to customers regarding order status, risks, and commitments.
• Maintain strong customer relationships and ensure service satisfaction benchmarks are met.

5. Inside Sales & Commercial Support

• Support inside sales efforts by tracking follow-up activity on open quotations and improving conversion rates.
• Review pricing governance, margin compliance, and exception requests before escalating to Sales/Product Line for approval.
• Identify opportunities to improve quoting accuracy, product positioning, and customer experience.
• Contribute to commercial initiatives, campaigns, and new product introduction support.

6. Reporting, KPIs & Continuous Improvement

• Track, analyze, and report team KPIs, service performance, and transactional accuracy.
• Identify process gaps and lead improvement initiatives to optimize cycle times, communication flow, and system utilization.
• Ensure data integrity in SAP, CRM, and all tracking tools, promoting clean reporting and commercial visibility.
• Lead the implementation of new tools, workflows, or cross-functional alignment mechanisms.

7. Training, Development & Compliance

• Train new team members on processes, systems, customer handling, and quoting standards.
• Ensure team adherence to pricing policies, margin governance, discount approval workflows, and commercial guidelines.
• Maintain updated work instructions, SOPs, and documentation for the Customer Service department.
• Support internal audits and drive compliance with company policies and quality standards.

8. LTC - Training Courses

• Coordinate successful delivery of customer facing training classes (i.e. catering, event planning, logistics etc.)

KNOWLEDGE, SKILLS, & ABILITIES

• Leadership & Team Coordination
• Customer Focus
• Commercial Acumen
• Process Discipline & Governance
• Cross-Functional Collaboration
• Problem Resolution & Decision-Making
• Communication & Influencing
• Continuous Improvement Mindset
• Time Management & Prioritization

EDUCATION & REQUIREMENTS

Qualifications & Requirements

• Bachelor's degree in business administration, Engineering, Supply Chain, or related field.
• 4+ years of experience in customer service, inside sales, commercial operations, or order management (manufacturing/industrial preferred).
• Prior team leadership experience is highly preferred.
• Strong knowledge of SAP, Salesforce/CRM systems, and commercial approval workflows.
• Excellent communication, conflict resolution, and stakeholder management skills.
• Ability to lead a team in a fast-paced environment while maintaining accuracy and quality.
• Strong analytical, problem-solving, and organizational capabilities.

Preferred Education / Experience

• BS/BA in related discipline (engineering, business, marketing, etc.)
• BSEE Power Systems emphasis
• 4-6 years sales or customer service experience in the related industry (industrial, oil, gas, utilities, etc.)
• 2+ years of successful experience in power systems and/or substation experience and successful demonstration of Principal Duties and Responsibilities as presented above.