Customer Service Order Coordinator

Order Coordinator

Schylling is an award-winning toy company that has been putting smiles on the faces of children, and children-at-heart, for over 50 years. We are in a historic old mill in the charming and idyllic New England town of North Andover, MA. We are currently recruiting for an Order Coordinator to join our busy Customer Service Department. The Order Coordinator is the key contact for assigned accounts and works closely with Sales, Procurement, Finance, Shipping/Receiving to ensure customer satisfaction.

Responsibilities:

• Assign account management by reviewing and verifying all customer account information and establishing new customers as determined by Supervisor.
• Accurately and promptly enter orders for all assigned accounts. Order types can include catalog, department stores, distributors, closeouts, mass-market, exports, custom, FOB factory, and EDI.
• Communicate with customers or sales representative organization to resolve any order discrepancies.
• Communicate order requirements to Purchasing upon receipt of orders and to shipping in advance of order ship date to adequately plan to meet order requirements.
• Obtain and interpret current Routing Guides for assigned customers and adhere to specific vendor compliance requirements. Ensure that Shipping, Purchasing, and Sales have the pertinent sections and update departments as necessary to ensure compliance and smooth order processing.
• Review and submit all EDI documents to Partners via Redtail, SPS, or web-EDI as assigned by the customer. Document types include purchase orders (850), advance ship notices (856), invoices (810), remittance advice (820), functional acknowledgments (855), and order changes (860).
• Develop relations where appropriate with buyers, sales representatives, and other customer contacts to foster order processing and troubleshooting.
• Handle discrepancies and research chargebacks due to non-compliance and take necessary steps to avoid future penalties. Process and/or dispute chargebacks and credits.
• Process customer returns for defectives.
• Maintain customer files in the hard and electronic copy which includes orders, routing, special pricing, instructions, and procedures.
• Enter projection orders, monitor incoming inventory, and commit customer orders to stock.
• Report any problems or discrepancies with products, inventory, orders, or shipments to supervisor for appropriate resolution.
• Provide courteous, professional service to customers, sales representatives, and other customer contacts always.
• Provide backup support for the other Order Coordinators and Customer Service Representatives in the department and other duties and responsibilities as needed.

Required:

• High School Diploma or equivalent.
• Customer service experience.
• Excellent organizational and follow-up skills.
• Ability to handle multiple tasks and work positively under pressure.
• Excellent verbal and written communication skills.
• Must be a team player and be able to work with diverse personalities.

Preferred:

• EDI and logistics experience preferred.
• NetSuite experience is a plus.

The base salary range for this position is $52,000 to $58,000. Offered base compensation within this range will be determined based on a candidate's qualifications, experience, geographic location and other factors relevant to the scope and responsibilities of this role. Schylling offers a competitive benefits package that includes medical and dental with an 80% company contribution, vision insurance, company-paid life and disability insurance, PTO and 10 paid holidays, product discount, and a 401(k) with company match.