Customer Service Coordinator II

About the role

The OEM Customer Service Coordinator plays a crucial role in supporting both customer satisfaction and operational efficiency. This position acts as the day-to-day point of contact for OEM customers, handling inbound calls and emails related to orders, products, and delivery inquiries.

Responsibilities

• Respond to inbound calls and emails regarding orders, products, and delivery inquiries
• Build strong customer relationships through timely, professional communication
• Record and manage customer requests, including complaints, returns, credits, and special inquiries
• Process and manage customer orders with accuracy and attention to detail
• Maintain and update order status including backorders, fulfillment, inventory, forecasts, and pricing
• Ensure timely and accurate execution of orders to meet customer requirements
• Serve as a liaison between customers and internal teams (Sales, Operations, Planning, etc.)
• Collaborate with internal departments to meet customer specifications and delivery expectations
• Support sales personnel with issue resolution and customer follow-ups
• Enter and manage customer quality and warranty claims
• Work with customers and internal teams to resolve service and product issues
• Ensure timely resolution and communication of claim status
• Prioritize and manage multiple tasks while meeting department goals
• Identify process improvement opportunities to enhance customer experience
• Maintain accurate records and documentation of customer interactions

Qualifications

• A high school diploma or GED is required
• An associate degree is preferred
• Minimum 3 years of experience in a customer service environment
• Experience in a B2B environment is preferred
• Strong customer service and relationship-building skills are essential
• Able to prioritize and multi-task in fast-paced environments
• Analytical with strong problem-solving abilities
• A collaborative team player who works well cross-functionally
• A customer-focused individual with strong interpersonal skills

Benefits

Competitive compensation package
Full Benefits – Medical, Dental, Vision, and more!
Paid Time Off
401(k) matching
Opportunity to get in with an industry leading organization
Team-oriented culture