Customer Support Coordinator
Core
Process customer purchase orders, prepare spare parts estimates, and coordinate order fulfillment for the Prepared Foods North America Spare Parts business.
Role type
Customer Support Coordinator (Spare Parts)
Builds
Accurate order processing, timely delivery coordination, and responsive customer support for food processing equipment parts.
Domain
Manufacturing / Food Processing / Spare Parts Logistics
Required skills
Order processing, customer inquiry response, record maintenance, internal coordination, return processing, case monitoring, escalation management, pricing discrepancy resolution, process improvement.
Preferred skills
Customer service experience, order entry experience, sales support experience, manufacturing experience, spare parts coordination experience, Microsoft Excel proficiency, ERP/CRM system experience, Salesforce experience, SL9 experience.
Responsibilities
Process customer purchase orders and prepare accurate spare parts estimates and quotations. Respond to customer inquiries regarding pricing, parts availability, order status, and expected delivery dates. Follow up on outstanding estimates and orders to support sales opportunities and customer satisfaction. Maintain accurate customer records, order details, and case documentation in Salesforce and SL9. Partner with Purchasing, Warehouse, and other internal departments to coordinate order fulfillment and resolve issues. Process customer returns, return material authorizations (RMAs), credits, invoices, and other service-related requests. Monitor open customer cases and provide timely, proactive updates. Identify and escalate urgent customer needs, including production-down situations that may affect customer operations. Assist in resolving pricing discrepancies, shipping issues, and order delays. Follow established procedures and company policies while identifying opportunities to improve processes. Support departmental performance goals related to customer response times, order processing accuracy, and estimate conversion.