Sales Customer Support - Coordinator

Key Responsibilities

• Serve as the primary point of contact for O customers and distributors, providing exceptional customer service, resolving inquiries, and ensuring a seamless order fulfillment experience.
• Investigate and resolve sales order, purchase order, shipment, and system-related issues by identifying root causes and implementing effective solutions.
• Manage and maintain critical business data, including customer records, product relationships, sourcing information, dashboards, and reporting tools to ensure accuracy and operational efficiency.
• Utilize Salesforce, Zendesk, Monday.com, and other business systems to support order management, user training, troubleshooting, and customer support activities.
• Analyze operational and customer data to create reports, monitor performance metrics, trends, and provide actionable insights to support business decisions.
• Partner with cross-functional teams including Sales, Supply Chain, and Distribution to improve processes, support strategic initiatives, minimize service disruptions, and enhance customer satisfaction.
• Reconcile daily buyback shipments, review distributor aging statements, and monitor account activity to ensure accurate inventory movement, billing and financial records.
• Provide leadership support and mentorship to team by assisting with complex customer issues, sharing best practices, supporting training efforts, and contributing to continuous process initiatives.

What You’ll Need To Succeed

• A customer-first mindset with the ability to build strong relationships and deliver exceptional service to customers, distributors, and internal stakeholders.
• Strong problem-solving skills with the ability to investigate issues, identify root causes, and implement effective in a fast-paced environment.
• Excellent organizational and time management skills, with the ability to manage multiple priorities, meet deadlines, and maintain attention to detail.
• Advanced proficiency in Excel and the ability to analyze data, create reports, identify trends, and support data-driven decision-making.
• Experience working with ERP, order management, and customer support systems such as Salesforce, Zendesk, Monday.com, or similar platforms.
• Effective communication skills, including the ability to collaborate across departments, provide training, and clearly communicate with customers, distributors, and leadership.
• A proactive approach to process improvement, with a willingness to identify efficiencies and contribute to operational excellence.
• Adaptability and resilience when managing changing priorities, customer needs, and supply chain or order fulfillment challenges.
• A collaborative team-oriented attitude with the ability to support colleagues, share knowledge, and provide leadership support when needed.
• A high level of accountability and ownership, ensuring accurate data management, order processing, issue resolution, and follow-through on commitments.

About Idemitsu Lubricants America Corporation

Since 1992, Idemitsu Lubricants America Corporation (ILA) has been a leading provider of high-performance automotive lubricants, dedicated to innovation, quality, and sustainability, serving the needs of original equipment manufacturers and consumers across North America. ILA is a subsidiary of Idemitsu Kosan, based in Tokyo. Idemitsu has a strong focus on its people, demonstrated through our unique culture, together with competitive compensation, professional development, and a flexible work environment. You can find out more at www.idemitsulubricants.com.

Idemitsu is committed to a culture of inclusion and diversity - this commitment is embedded in our Core Values and lived through our actions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.