Customer Success Coordinator

Customer Success Coordinator

GreenChem Industries is seeking a driven, detail-oriented Customer Success Coordinator who thrives at the intersection of customer relationships and supply chain execution. This role is the evolution of two previously separate functions — Customer Service and Freight Coordination — unified into a single point of accountability for every order from Sales Order creation to final delivery and NetSuite fulfillment.

The Customer Success Coordinator owns the complete order lifecycle for their assigned accounts within their hub. They are the customer's primary contact for all order-related communication, the operator responsible for securing freight, and the individual accountable for GreenChem's Perfect Order performance on every order they manage. No handoffs. No passing the baton. One owner, from Purchase Order to Proof of Delivery.

Order Intake & Processing

• Classify every order by urgency tier — NOW (immediate/same-day promise), Standard (5–7 days), or Planned (10+ days) — at intake, and prioritize and sequence work accordingly.
• Review approved Sales Quotes and convert them into confirmed Sales Orders in NetSuite within established SLA windows; validate pricing, product specifications, and customer-specific instructions before confirming every order.
• Classify each order by type — Stock (PTS), Customer Pickup (FCA), Drop Ship, Swing Load, Blanket, or Import Lead — and apply the correct NetSuite workflow, documentation package, and status path.
• Log and acknowledge every incoming Customer Purchase Order upon receipt; ensure zero POs are missed, delayed, or left unactioned.
• Send Order Acknowledgement (TP1) to the customer within 2 hours of Quote Approval without exception.

Procurement Coordination — Non-Stock Orders

• Monitor the Pending Purchasing queue daily for all assigned drop ship and swing load orders.
• Maintain active communication with the Procurement team to confirm PO placement, supplier selection, product availability, and expected ready dates.
• Track supplier lead times and communicate estimated delivery timelines to the customer proactively — before they ask.
• Escalate any Pending Purchasing order that exceeds the internal resolution SLA to the Customer Success Team Lead before customer impact occurs.

Freight Coordination & Carrier Management

• Source, quote, and secure carriers for all assigned orders across applicable hub freight modes — LTL, FTL, Liquid Bulk, Tank Trucks, ISOs, Drayage, Ocean, or International.
• Create Item Fulfillments in NetSuite and manage the FreightPOP booking workflow — rate shop, enter hazmat details, select the carrier, and generate the BOL.
• Create Freight Purchase Orders (FPOs) in NetSuite tied to the Sales Order, with correct vendor, service item, rate, and lot allocation.
• Set up and maintain carrier compliance documentation: Certificates of Liability, Insurance, and all requirements under NACD Responsible Distribution guidelines.
• Negotiate rates and select carriers that optimize both service level and profit margin per load.
• For swing load orders: manage the inbound freight leg from supplier to GreenChem warehouse; confirm arrival with the warehouse team and coordinate outbound freight once inspection and relabeling are complete.
• For FCA (customer pickup) orders: coordinate the customer's carrier pickup, create the BOL, and send the Order Ready to Pick touchpoint.
• Monitor daily pickup and delivery execution; maintain proactive communication with carriers and driver dispatch to ensure on-time performance on every load.

Documentation & Compliance

• Prepare, review, and release all order documentation prior to shipment: Bill of Lading, Warehouse Release, Safety Data Sheet, Certificate of Analysis, Hazmat Declarations, Packing Lists, and any customer-specific documents.
• Verify every document for accuracy before it leaves the building — zero errors on transit documents, especially for DOT-regulated materials.
• Calculate and apply the Superfund Chemical Excise Tax on applicable stock orders.
• Ensure all hazardous materials shipments comply with DOT 49 CFR, EPA regulations, and applicable international safety standards.
• Prepare and submit export documentation and US customs filings as required (Hub 2 / international orders).
• Maintain complete, organized records of all orders, customer interactions, carrier communications, and compliance documents in NetSuite.

Order Status Management & Customer Communication

• Own and manage all NetSuite order status updates across the full order lifecycle.
• Execute all GreenChem customer touchpoints on time, every order:
• TP1 — Order Acknowledgement: Within 2 hours of Quote Approval.
• TP2 — Order Ready to Ship: Upon carrier and product confirmation; include confirmed pickup date and estimated delivery date.
• TP3 — Order In Transit: Immediately upon pickup confirmation; include PRO number or tracking number.
• TP4 — Order Delivered: Same day as confirmed delivery; include customer satisfaction check.
• Order Ready to Pick (FCA): Upon warehouse staging; attach COA, Packing List, and BOL.
• Order Exception: Proactive notification whenever an order is at risk or a problem occurs in transit.
• Monitor all active orders daily; identify orders at risk of delay and communicate proactively to the customer before they call.
• Track supplier shipment status on drop ship orders via FreightPOP, carrier portals, and direct supplier communication; update NetSuite upon any status change.
• Fulfill all orders in NetSuite same day as confirmed delivery — no exceptions — to enable timely accounting invoicing.

Performance Accountability

• Own the Perfect Order Rate for every assigned account across all order types and urgency tiers: acknowledged on time, shipped on confirmed date, correct documentation, correct product and quantity, all touchpoints on time, same-day fulfillment, zero customer-initiated status calls.
• Maintain an active personal order dashboard; identify and escalate stalled orders before they breach SLA thresholds.
• Participate in the hub's daily huddle and weekly planning meeting; present order pipeline status and flag at-risk shipments.
• Participate in root cause analysis when Perfect Order failures occur; propose and implement corrective actions.

Customer Relationship & Issue Resolution

• Serve as the single point of contact for all assigned accounts for every order-related inquiry, concern, and escalation.
• Handle customer complaints, Return Material Authorizations (RMAs), Corrective and Preventive Actions (CARs), and freight claims with accuracy and timely resolution.
• Maintain account-level SOPs in NetSuite: customer-specific requirements, delivery preferences, carrier restrictions, and documentation requirements — so any hub teammate can cover the account seamlessly.
• Build lasting customer relationships grounded in proactive communication, consistent execution, and genuine accountability for outcomes.

Hub Assignment & Collaboration

• Serve customer accounts within your assigned hub. Customers are assigned to a hub by account — not by order mode — so multi-modal customers always have one point of contact.
• For multi-modal customers, remain the single point of contact and coordinate internally with a hub sub-specialist for secondary-mode freight execution — a process that is invisible to the customer.
• Complete cross-training to Level 1 competency in at least one adjacent freight mode within 12 months, enabling full coverage across the hub.

Bill Approval & Administrative

• Review and approve freight carrier invoices and logistics service provider bills for assigned accounts.
• Report assigned account performance metrics to the Customer Success Team Lead as required.

What We're Looking For

• Knowledge of freight modes relevant to the assigned hub: LTL, FTL, Liquid Bulk, Tank Trucks, ISOs, Drayage, or Ocean.
• Working knowledge of DOT hazardous materials shipping regulations (49 CFR).
• Exceptional attention to detail in documentation — especially for regulated products.
• Ability to manage 15–25 active orders simultaneously across multiple lifecycle stages and urgency tiers.
• Excellent communication skills: proactive, clear, professional, and customer-focused.
• Proven ability to negotiate carrier rates and solve logistics problems under time pressure.
• Continuous improvement and lean operations mindset.
• Supply Chain, Logistics, Business, or related field preferred.

What We Prefer

• 2+ years of experience in customer service, or supply chain execution.
• Chemical distribution or regulated goods industry experience.
• FreightPOP or TMS platform experience; familiarity with NetSuite Freight PO