Customer Support Coordinator

Crafco, Inc. is seeking a Customer Support Coordinator at our corporate headquarters in Phoenix, AZ. Customer experience is core to everything we do, and we want you on our team to help deliver excellent, personable, and conversational support.

About the role

The Customer Support Coordinator manages customer orders and acts as the primary communication hub between our sales and production departments. This full-time position is based in our Phoenix, AZ headquarters and involves daily customer service activities, including answering inbound calls and emails, order entry, and order management.

Responsibilities

• Process customer orders received via email, phone, and fax in a time-sensitive manner.
• Respond to customer questions and inquiries within a reasonable time frame based on urgency.
• Verify customer order information, including product identity, quotes, tax situations, and other details before entering orders into SAP.
• Immediately inform customers of any discrepancies in their purchase orders and work to correct issues.
• Check material availability and suggest alternative options (e.g., packaging, plant) to meet customer needs in cases of short supply.
• Provide freight quotes to customers upon request.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Coordinate with other departments to ensure customer orders and requests are met, notifying customers immediately of any issues.
• Provide customers with weekly or bi-weekly open order reports and maintain communication regarding the status of upcoming projection orders.
• Build sustainable relationships and trust with customers and sales representatives through open and interactive communication.
• Provide accurate, valid, and complete information using the right methods and tools.
• Coordinate shipments and information with equipment and sealant plants to maintain a high level of customer service.
• Perform other duties as assigned.

Requirements

• Proven customer service work experience for a minimum of 3 years.
• 2+ years of supply chain experience in a manufacturing environment preferred.
• Proficient in English with excellent verbal and written communication skills.
• Demonstrated written communication skills with professionalism in handling email responses.

Skills

• Working knowledge of customer service software.
• Strong computer competency in MS Office applications.
• SAP and Salesforce experience preferred.
• Exceptional listening skills, empathy, and ability to build customer relationships through positive interactions.
• Ability to work under pressure, organize, and prioritize responsibilities.

Benefits

• Profit Sharing
• Matching 401(k)
• Health, Life, and Disability insurance
• Dental and Vision coverage
• Holiday, Personal, and Sick Time
• Maternity Leave

Schedule

Full-time, Monday–Friday, based in our corporate headquarters in Phoenix, AZ.

About Crafco, Inc.

Crafco, Inc. has delivered confidence through innovation, quality, and value since 1976. As the world's leading manufacturer in quantity and diversity of packaged pavement preservation products and equipment, we are a subsidiary of Ergon, Inc. Our core values—Empowered Service, Selfless Leadership, Purposeful Growth, and Respectful Relationships—create an excellent work environment for future growth. We foster a collaborative culture where people work together.