Customer Support Coordinator
About the role
The Customer Support Coordinator (CSC) is responsible for providing and achieving outstanding customer service and total satisfaction to existing and prospective customers while building positive customer relationships to help enable development of new business opportunities. The CSC serves as the foundation for customer support, providing the initial point of contact for customers. Responsibilities include customer order and quote management, contract review, price analysis, delivery performance, and general reporting. The position may require sourcing and purchasing product from internal and third-party suppliers. The CSC collaborates with Logistics and Manufacturing facilities, as well as supports Sales Engineers, Application Engineers, Customer Support Account Leads, and Management to achieve their goals and KPIs. Due to the large team, the role involves managing multiple competing tasks and requires excellent organizational and communication skills. In some situations, the CSC may handle accounts independently or within a team and may be required to perform additional duties as needed to support accounts.
Responsibilities
- Customer Management:
- Ensure contract review is executed in accordance with AS standards and local procedures in a timely fashion.
- Evaluate customer orders and demand against supplier deliveries to meet and exceed On-Time Delivery (OTD) targets.
- Interface with internal teams and external customers to proactively resolve customer complaints.
- Source and purchase product from internal and third-party sources to fulfill customer requirements.
- Communication:
- Understand and communicate changes to customer demand and requests across the organization.
- Liaise with Hub, Supply Chain Management (SCM), Project Manager (PM), and Factory departments to ensure alignment with Trelleborg and customer KPIs.
- Resolve delivery schedule problems and negotiate delivery schedule changes.
- Hub Operations:
- Work with BPM and AHA tools to implement a continuous improvement culture, identifying potential improvements to internal work processes to increase efficiencies and profitability.
- Provide proactive communication, analysis, and problem-solving to team members.
- Administrative:
- Work with logistics facilities to continuously improve transit and delivery times and satisfy or exceed customer OTD targets.
- Ensure full compliance with the Quality Management Systems (QMS) and Standard Operating Procedures in accordance with AS9100.
Education and Experience
- Minimum 1 year of customer service experience required.
- High school diploma or GED required.
- Associate degree strongly preferred.
- Bachelor’s degree a plus.
- Knowledge of basic business sales and marketing practices preferred.
- Experience in the Aerospace, Sealing, or Polymer industry is beneficial.
- Familiarity with AS9100 quality requirements is beneficial.
- Familiarity with order management is beneficial.
Competencies
- Strong written and verbal communication skills.
- Strong people and relationship-building skills.
- Customer-driven with a positive, professional, determined attitude.
- Strong organizational skills with the ability to multi-task with attention to detail and accuracy.
- Basic math skills (addition, subtraction, margin calculations).
- Proficient in the use of Microsoft Office Word and Excel.
- Proficiency in the use of business operational software (Oracle JD Edwards, SAP) is beneficial.
- Adapting to customer and supplier websites for orders, updates, and changes.
Travel
- The CSC position is a local role with limited travel requirements of 0%-10% of the time per year.
- Travel may be required internationally; candidate must be able to travel outside of the U.S. without restrictions.
Pay
The compensation range is $26.00–$30.00 per hour.
Benefits
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance