Customer Support Coordinator Ii

Summary/Objective: Team player with can do attitude responsible for supporting our
customer base by coordinating designated customer projects and assuring that all aspects of
customer launches are successful. Responsible for day-to-day customer correspondence of key
accounts, processing and following orders through the system. Responsible for updating and
maintaining pricing as well as creating and/or updating unique material agreements for all
assigned accounts. Responsible for training Customer Support Coordinator I on all processes.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.
Engage in a variety of tasks including project coordination, strategic planning, reporting,
and relationship management.
Point of contact for day-to-day key account communications.
Coordinate multiple projects at the same time focusing on details and accuracy.
High sense of urgency to complete all assignments and meet deadlines.
Work with and liaise between all departments to work through any problems presented
to ensure that sales objectives and customer requirements are being met.
Assess potential order hurdles and provide solutions to ensure deadlines are met.
Document and follow up on important actions and decisions from meetings.
Recommend improved operational procedures that benefit all aspects of customer
relations.
Update and maintain all customer unique materials agreements.
Receive, review, and process customer POs within 24 hours ensuring price, MOQ, and
lead time are correct.
Resolve any PO discrepancies with the customer prior to processing order.
Send 90-day material expiration reports to assigned customer accounts, and invoice for
materials as necessary.
Create, maintain, and distribute weekly customer open order reports.
Maintain and update new pricing and MOQ increments in the system as well as the
MOQ/pricing spreadsheet.
Update all Finished Good Item Master Pricing Quarterly in ERP system for entire
customer base.
Review and cleanup all aging and partially shipped orders monthly for entire customer
base.
Initiate and follow through on AFD's for newly inactivated customer accounts.
Train Customer Support Coordinator I on all processes.
Carry out the administrative needs of the Sales Department such as data input,
processing information, completing paperwork, and filing documents.
Assist Director of Customer Support with all work-related requests.
Comply with all safety and SOP procedures
Non-essential functions
Anticipate and understand specific company needs and expectations.
Provide a point of contact for customers with queries about orders or deliveries by
providing exceptional customer service: quick, courteous, and efficient phone and e-mail
responses.
Act as an extension of the Director of Customer Support when he is unavailable.
Follow up on orders in process and communicate the needs of customers to Operations.
Alert Director of Customer Support of customer issues requiring attention/intervention.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of
activities, duties or responsibilities that are required of the employee for this job. Duties,
responsibilities and activities may change at any time with or without notice
Work Environment
This job operates in an office environment. This role routinely uses standard office equipment
such as computers, calculators, phones, photocopiers, and filing cabinets.
Essential Functions Cognitive (Reasoning)
Apply principles of rational systems to solve practical problems and deal with a variety of
concrete variables in situations where only limited standardization exists. Interpret a variety of
instructions furnished in written, oral, visual, or schedule form.
Essential Functions Mathematics
Make arithmetic calculations involving fractions, decimals, and percentages.
Essential Functions Communication (Speech & Composition)
Expression of a level to communicate verbally with clients/customers and others to obtain and
provide basic information. Able to communicate by telephone. Capable of explaining routine
policies and of properly referring more complex cases.
Comprehension and expression of a level to routinely draft narrative information, compose
routine correspondence on own initiative, make comprehensive notes. May involve a large
volume of such composition.
Physical Demands
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job.
Employee will occasionally carry up to 15 pounds, lift to 15 pounds, operate motor driven
vehicle, distinguish basic colors and shades of color. Employee will frequently walk, stand, and
use well developed coordination simultaneously. Employee will continuously sit for extended
periods of time, read with attention to detail, seeing activities near and far and have routine
hearing abilities.
Environmental Factors:
The environmental factors described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job.
Employee will occasionally be exposed to outside environment and working with sharp
instruments. Employee will frequently work closely with others and well as work alone.
Employee will continuously work in an inside environment.
Travel
Minimal travel required - ability to travel infrequently (i.e., annually) for activities.
Requirements
Required Education, Skills and Experience
College degree, or a minimum of 2 years of prior relevant work experience in a similar
environment required.
Strong phone, written, and face to face communication skills required.
Strong interpersonal communication skills and team player attitude.
Ability to coordinate multiple projects at the same time.
Ability to complete computerized system transactions in a timely and accurate manner.
Proficient in Microsoft Office with the ability to create VLOOKUP and create formulas in
Excel.
Respond rapidly to customer inquiries and relay information between the customer and
VEI production staff.
Make quick critical thinking decisions.
Exceptional organizational skills to coordinate all customer communications.
Must be able to focus on details, accuracy, and have a high sense of urgency to complete
assignments.
Preferred Education, Skills and Experience
BA/BS degree in business administration or relevant field.
Proven experience in customer service; experience as a sales coordinator or in other
administrative positions will be considered a plus.