Sales & Customer Support Coordinator

Job Description

Job Description

Salary: $28-$35/hr DOE

Position Summary

The Sales & Customer Support Coordinator serves as the primary liaison between customers, the sales team, and production. This position is responsible for processing customer orders, providing exceptional customer service throughout the sales process, coordinating order fulfillment with production personnel, and ensuring products are shipped accurately and on time.

The ideal candidate is organized, detail-oriented, communicates effectively with both customers and internal teams, and has a working knowledge of automotive or heavy equipment components.

Essential Duties & Responsibilities

Customer Service

• Provide professional and timely support to customers via phone, email, and in person.
• Answer customer questions regarding products, pricing, lead times, and order status.
• Build positive customer relationships through responsive and courteous service.
• Resolve customer concerns by coordinating with sales, production, and shipping.

Order Management

• Enter customer orders accurately into the company ERP/order management system.
• Review orders for completeness, pricing accuracy, and product specifications.
• Verify customer requirements and communicate any discrepancies.
• Monitor open orders from receipt through shipment.

Sales Support

• Assist the sales team with quotations, order processing, and customer follow-up.
• Maintain customer records and documentation.
• Coordinate special customer requests and priority orders.
• Support outside sales representatives with administrative and customer service functions.

Production Coordination

• Communicate customer requirements and deadlines to production personnel.
• Monitor production progress to ensure customer commitments are met.
• Work closely with manufacturing and shipping departments to resolve scheduling issues.
• Ensure completed orders are prepared correctly for shipment.

Shipping & Logistics

• Verify shipping documentation for accuracy.
• Coordinate with shipping personnel to ensure timely deliveries.
• Communicate shipment status and tracking information to customers.
• Assist in resolving shipping discrepancies or delivery issues.

General Responsibilities

• Maintain accurate customer and order records.
• Participate in continuous process improvement initiatives.
• Follow company safety policies and procedures.
• Perform other duties as assigned.

Required Qualifications

• High school diploma or GED required.
• Minimum 1 year of customer service experience, in:
  • Technical products
  • Automotive parts
  • Heavy equipment parts
  • Industrial equipment
  • Manufacturing
  • Distribution
• Strong computer skills including Microsoft Office and ERP/order entry systems.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking abilities.
• Ability to prioritize multiple projects while maintaining attention to detail.

Preferred Qualifications

• Experience supporting an inside or outside sales team.
• Experience in manufacturing or production environments.
• Familiarity with inventory systems.
• Knowledge of shipping procedures and freight coordination.
• Experience reading parts catalogs or technical product information.
• Must have reliable transportation, or arrangements to meet attendance requirements for the position.
• Must maintain a clean and professional appearance.
• Must be able to pass a background review prior to being accepted for employment by the company.
  

Required Knowledge & Skills

Technical Knowledge

• Basic understanding of vehicles and common automotive components.
• Familiarity with heavy equipment or industrial equipment is preferred.
• Ability to identify or research common vehicle parts and assemblies.
• Ability to understand technical product descriptions and specifications.

Professional Skills

• Excellent customer service skills.
• Strong interpersonal communication.
• Problem-solving mindset.
• High attention to detail.
• Time management and organizational skills.
• Ability to work collaboratively across departments.
• Professional telephone etiquette.
• Ability to remain calm under pressure.

Physical Requirements

• Prolonged periods of sitting and computer work.
• Frequent use of telephone and computer.
• Occasionally lift up to 50 pounds.
• Ability to move throughout the office and production areas as needed.

Work Environment

• Office environment within a manufacturing facility.
• Frequent interaction with production personnel.
• Moderate noise levels
  

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted, as a comprehensive inventory of all duties, responsibilities, qualifications required of employees assigned to this job.

Benefits

• Major holidays paid.
• After probationary 90-day period, accrued Paid Time Off (PTO) will become available for vacation, sick, jury duty.
• Eligible for health insurance benefits (medical, dental, vision) after 60 days.
• Eligible for retirement contribution with company match at 2 years.