Customer Service Coordinator

Purpose: Provide support to the Customer Service Representatives by assisting with customer correspondence, order processing, inventory tracking, and administrative coordination within a corrugated packaging manufacturing environment. This role also provides backup receptionist support by directing incoming calls and welcoming guests, clients, and vendors.

Reports to: Customer Service Supervisor

Essential Duties & Responsibilities:

• Process customer orders, quotations, revisions, and reorders accurately in ERP/order entry systems.
• Assist Customer Service Representatives with entering orders and communicating and coordinating with scheduling, estimating, design, and shipping departments to meet customer requirements and delivery timelines.
• Monitor order status and proactively communicate updates, delays, or changes to customers and internal teams.
• Maintain accurate customer records, estimates, purchase orders, and inventory data.
• Respond promptly to customer inquiries regarding products, lead times, shipments, invoices, and service issues.
• Assist sales team with customer support, sample requests, and documentation.
• Resolve customer concerns professionally and escalate issues when necessary.
• Review purchase orders and verify specifications, quantities, pricing, and delivery instructions.
• Coordinate with inventory and shipping personnel regarding shipments and delivery schedules.
• Assist Customer Service Team with new projects.

Backup Receptionist Duties

• Provide backup front desk coverage during breaks, absences, or high-volume periods.
• Answer and direct incoming phone calls professionally and efficiently.
• Greet visitors, customers, vendors, and delivery personnel.
• Manage incoming and outgoing mail, packages, and office correspondence.
• Maintain lobby and reception area organization.
• Assist with conference room scheduling and general office support tasks.