Customer Coordinator

Customer Coordinator (Administrative) To coordinate exceptional customer support across all facets of the customer relationship. Support includes, but not limited to, manual order processing, automated order processing, managing all customer communications and proactively resolving customer-related issues. The Customer Coordinator serves as a key liaison between ICM customers, internal departments and the sales team to ensure accurate informational flow, timely follow-up and efficient resolution of customer needs. PRINCIPAL DUTIES AND RESPONSIBILITIES: Maintains positive relationships with ICM customers, internal and external stakeholders. Manages customer communications and inquiries in a professional and Takes accountability for the entry, oversight, assessment and approval of orders submitted manually, and by electronic delivery, including but not limited to EDI and ECM. Assists with inventory availability and delivery schedules with internal and external teams to foster the ease of doing business with ICM. Review and disburse received customer communications additional appropriate parties for continuity of customer information. Primarily works with the Sales Coordinator for customer quote execution and resolution in customer pricing discrepancies. Facilitate positive communications and support with the Sales Coordinator, Regional Sales Managers and external Manufacturing Sales Representative(s). Proactively monitor blanket order balances and communicate patterns with the ICM customers and Regional Sales Managers for additional actions needed. Maintains active understanding of ICM product offerings and subsequent product knowledge. Ensure all interactions reflect a high level of professionalism and customer care. Other duties assigned by manager. MINIMUM QUALIFICATION REQUIREMENTS: Experience: Five years of experience in direct customer support, order management or inside sales fields. JOB KNOWLEDGE, SKILLS, AND ABILITIES: Skills: English literacy to read, interpret & communicate with other associates and customers. Effectively works with automated information systems and computers to include Microsoft suite, Epicor, or other Enterprise Resource Software. CRITICAL SUCCESS FACTORS: Minimum of 2-3 years of experience with MRP/ERP and CRM systems. Exceptional attention to detail with the ability to accurately review, verify, and process customer information, identify discrepancies or inconsistencies in order details, and ensure complete and error-free order execution. Strong organizational and time management skills with the ability to manage multiple priorities in a fast-paced environment. Takes initiative to anticipate customer and business needs, independently troubleshoot and resolve challenges, and drive solutions that support a positive customer experience and operational efficiency. KEY RELATIONSHIPS: Reports to: Sr. Sales Operations Manager Internal: Master Scheduler(s), Customer Service and Sales Team, Accounting #J-18808-Ljbffr