Customer Service Coordinator - Equipment

About the role

The mission is to provide exceptional customer service through timely, accurate, and proactive communication while supporting Regional Sales Teams, customers, and internal stakeholders. This role provides customer support, coordinates logistics, maintains critical reporting and forecasting tools, and collaborates across departments to ensure accurate order visibility, timely communication, and a positive customer experience. This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our corporate office in Rock Hill, SC.

Responsibilities

• Prioritize and respond to customer and Regional Sales Team requests received through phone calls, email, Microsoft Teams, and other communication channels.
• Create and manage MyQuest tickets for Regional Sales Teams, ensuring timely follow-up through completion.
• Enter equipment orders when requested by Order Administration.
• Process order changes, including address changes and delivery contact updates.
• Utilize SAP, MyQuest, and other business systems to research customer inquiries, monitor order status, coordinate with internal departments, coordinate with product companies, and provide timely follow-up to Regional Sales Teams and customers.
• Check equipment stock availability and communicate inventory status to Regional Sales Teams and customers.
• Provide freight quotes for equipment shipments.
• Enter 48‑hour stock holds.
• Coordinate with factories, warehouses, Product Line Managers, transportation providers, and internal and external vendors to obtain order and shipment updates.
• Expedite orders through the appropriate channels when requested or when delays are identified.
• Proactively monitor customer orders and escalate delays or other issues that could affect delivery.
• Provide timely order updates to Regional Sales Teams and their customers by phone, email, or MyQuest.
• Communicate professionally with Regional Sales Teams, customers, factories, warehouses, Product Line Managers, transportation providers, and other internal and external contacts regarding order status, stock availability, delivery schedules, shipment delays, and expedite requests.
• Maintain and update the Sales Order Tracking Tool by providing accurate and timely order status updates for all line items for specified regions.
• Prepare, maintain, and distribute Delay Reports identifying delayed equipment orders; coordinate with factories and suppliers to determine reasons for delays, communicate updates to Regional Sales Teams, and proactively expedite orders when appropriate.
• Maintain and update MSB Milestone Billing Reports to support milestone billing activities; coordinate with Regional Sales Teams to confirm OTM completions, verify shipment and delivery status, and provide expected delivery dates for equipment not yet delivered or for startups not yet completed.
• Maintain and update Purchase Order AB lines with accurate delivery dates for interfaced and non‑interfaced vendors to improve forecasting accuracy, support effective order management, and provide timely updates to Regional Sales Teams and customers.
• Monitor order line status and identify potential delays to improve forecasting accuracy, order visibility, and proactive communication.

Requirements

• Five to ten years of relevant experience in customer service, order administration, logistics, supply chain, or a related field.
• Associate degree in Business preferred or equivalent work experience.
• Customer‑oriented with strong verbal and written communication skills.
• Excellent organizational, analytical, and problem‑solving skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Ability to build collaborative working relationships across multiple departments.
• Self‑directed, dependable, and detail‑oriented.
• Professional, positive, and solution‑oriented.
• Proficient in Microsoft Office applications, including Excel, Word, and PowerPoint.
• Experience using SAP, MyQuest, and other ERP or order management systems.
• Ability to analyze order information, communicate effectively with internal and external stakeholders, and provide exceptional customer support.

Benefits

• Drive your Career, Explore Opportunities, Realize your Passion.
• Excellent compensation package, including a flexible benefits plan and a generous 401(k) retirement plan.
• Salary is geographically adjusted and based on knowledge, skills, and experience.
• Health insurance.
• Dental insurance.
• Vision insurance.
• Competitive paid time off.
• Life & Disability insurance.
• Annual bonus.