Customer Service Coordinator

1. Team Leadership & Daily Operations

• Supervise and coach a team of Customer Service Specialists, ensuring adherence to established processes, service levels, and commercial policies.
• Assign and prioritize daily work across RFQs, quotations, order entry, follow-ups, and customer requests.
• Monitor workload distribution to maintain team efficiency and responsiveness.
• Guide complex cases such as deviations, exceptions, margin validations, delivery challenges, and customer escalations.

2. Process Governance & Transactional Oversight

• Ensure accurate and consistent execution of the full quote-to-cash process:
  RFQ → Quotation → Follow-up → PO Validation → Order Entry → Production Monitoring → Shipping → Post-Sales.
• Validate accuracy of quotes and sales orders, ensuring pricing, terms, and internal approvals are properly applied.
• Oversee timely registration of RFQs, quotations, and orders in SAP and CRM/Salesforce.
• Establish and monitor KPIs for the team (RFQs processed, quote response time, quote-to-order conversion rate, backlog health, on-time acknowledgments, etc.).

3. Cross-Functional Coordination

• Serve as the primary liaison between Customer Service and internal functions including Sales, Planning, Production, Logistics, Finance, and Quality.
• Lead weekly meetings with Sales and Planning to review order status, delays, risks, and upcoming priorities.
• Facilitate communication between the Specialists and internal departments to resolve issues quickly.
• Support Sales with information on pipeline status, customer performance, delivery updates, and margin adherence.
• Assist Accounts Receivable with follow-up on past-due invoices while maintaining strong customer relationships.

4. Customer Communication & Escalation Management

• Handle escalated issues from key accounts, ensuring timely and professional resolution.
• Support the Specialists with challenging customer interactions, delivery conflicts, warranty issues, or commercial disagreements.
• Provide consistent communication to customers regarding order status, risks, and commitments.
• Maintain strong customer relationships and ensure service satisfaction benchmarks are met.

5. Inside Sales & Commercial Support

• Support inside sales efforts by tracking follow-up activity on open quotations and improving conversion rates.
• Review pricing governance, margin compliance, and exception requests before escalating to Sales/Product Line for approval.
• Identify opportunities to improve quoting accuracy, product positioning, and customer experience.
• Contribute to commercial initiatives, campaigns, and new product introduction support.

6. Reporting, KPIs & Continuous Improvement

• Track, analyze, and report team KPIs, service performance, and transactional accuracy.
• Identify process gaps and lead improvement initiatives to optimize cycle times, communication flow, and system utilization.
• Ensure data integrity in SAP, CRM, and all tracking tools, promoting clean reporting and commercial visibility.
• Lead the implementation of new tools, workflows, or cross-functional alignment mechanisms.

7. Training, Development & Compliance

• Train new team members on processes, systems, customer handling, and quoting standards.
• Ensure team adherence to pricing policies, margin governance, discount approval workflows, and commercial guidelines.
• Maintain updated work instructions, SOPs, and documentation for the Customer Service department.
• Support internal audits and drive compliance with company policies and quality standards.

8. LTC – Training Courses

• Coordinate successful delivery of customer facing training classes (i.e. catering, event planning, logistics etc.)

KNOWLEDGE, SKILLS, & ABILITIES

• Leadership & Team Coordination
• Customer Focus
• Commercial Acumen
• Process Discipline & Governance
• Cross-Functional Collaboration
• Problem Resolution & Decision-Making
• Communication & Influencing
• Continuous Improvement Mindset
• Time Management & Prioritization

EDUCATION & REQUIREMENTS