Customer Service Lead Coordinator

SUMMARY:

The Customer Service Lead Coordinator plays a pivotal role in driving customer satisfaction and operational efficiency. This position goes beyond coordinating and processing orders to include leadership responsibilities such as mentoring team members, optimizing processes, special projects, and ensuring seamless communication between departments. The Customer Service Lead Coordinator is a key point of escalation for complex issues and actively contributes to fostering strong relationships with customers, distributors, colleagues, and sales representatives through proactive problem-solving and exceptional service delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Receives and processes customer orders from the sales team, ensuring accuracy and timely entry into the ERP system.
• Serves as the primary liaison with sales representatives, manufacturing, cross functional teams and management to address and resolve customer order concerns efficiently.
• Utilizes customer ordering systems and ensures the seamless integration of both web orders and EDI orders into internal workflows, optimizing order processing and data accuracy across platforms.
• Identifies opportunities to streamline order processing and communication workflows, contributing to the enhancement of standard operating procedures (SOPs).
• Acts as a resource for resolving escalated customer/distributor/sales representative inquiries and challenges, providing effective solutions and guidance.
• Mentors and supports the customer service team, promoting a collaborative environment and ensuring adherence to best practices.
• Assists with departmental projects, including the development and refinement of SOPs and training materials.
• Maintains and updates detailed documentation for customer accounts, distributors, and sales interactions, ensuring compliance and accuracy.
• Generates regular reports on customer service metrics and order processing performance for management review.
• Performs other duties as assigned to support business objectives.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree or 5 to 10 years Customer Service experience; or equivalent combination of education and experience.
• Proven experience in customer service, preferably in a senior or lead capacity.
• Strong organizational and multitasking skills with keen attention to detail.
• Excellent communication and interpersonal abilities for collaboration across departments and with external stakeholders.
• Proficiency in ERP systems and software (Excel, Word, Access, and PowerPoint).
• Problem-solving mindset and the ability to remain calm under pressure.
• Demonstrated leadership qualities and a proactive approach to team development.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to sit, use hands to fingers, handle controls; and talk or hear. The employee frequently is required to reach with hands and arms, stand, walk, and occasionally stoop.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
• Employee may periodically need to be able to lift one, 42 lb. case of finished product, for Customer Samples, etc.