Customer Service Coordinator I

Werfen - Bedford, MA

Full-time - Entry Level

Bedford, MA

Merchant Wholesalers, Durable Goods

About the position

The Customer Service Coordinator I is responsible for providing front and back office support for the Customer Service Team. This role involves responding to customer inquiries via phone, fax, and email, processing orders, and ensuring customer satisfaction by addressing issues and coordinating with various departments. The position serves as the first point of contact for customers and requires effective communication and problem-solving skills.

Responsibilities

• Respond to all customer questions via phone or task system in a timely and professional manner.
• Process customer orders received via phone or task system, ensuring accuracy and alignment with department guidelines.
• Interact with distribution and planning personnel on product status availability and advise customers accordingly.
• Review and process Technical Support requests for replacement products, following up to ensure resolution.
• Coordinate with appropriate parties for lot-specific requests and ensure all orders are released for shipment following guidelines.
• Ensure proper documentation accompanies all orders prior to final submissions.
• Regularly review task system and assign orders/inquiries to fellow Customer Service Coordinators based on coverage or assignments.
• Manage personal task queue to ensure all customer orders are processed within departmental timelines.
• Follow up on customer inquiries, account maintenance requests, price discrepancies, and shipping issues.
• Prepare customer quotations based on pre-established pricing guidelines.
• Work with logistics to coordinate shipping for returns or replacements, ensuring accurate inventory adjustments and credits.
• Research and resolve invoice discrepancies reported to the Credit and Collections team.
• Process credit and/or debit memos according to departmental procedures.
• Prepare and distribute various customer reports regularly.

Requirements

• Associate degree in Business or related field required.
• Bachelor's degree in Business Administration, Finance, or related field preferred, or equivalent experience.
• Previous experience in a customer service role or environment preferred.
• Basic Microsoft Office skills required.
• Basic pivot table knowledge a plus.
• Ability to navigate in an SAP ERP System preferred.
• Fluency in English required.

Nice-to-haves

• Strong customer service and interpersonal skills.
• Strong written and oral communication skills.
• Ability to navigate and manage customer complaints and objections.
• Strong problem-solving skills.
• Proven attention to detail.
• Ability to analyze and apply sound judgment to issue resolution.
• Good time management skills; ability to prioritize and organize workload in a fast-paced environment.

Benefits

• Health insurance
• 401k
• Paid holidays
• Flexible scheduling