Customer Service Coordinator

The Customer Service Coordinator is responsible for ensuring customer orders are accurately processed and fulfilled in accordance with Vestis' commitments and service standards. This role supports customer satisfaction and retention by providing knowledgeable, accurate, and courteous resolution of customer inquiries and issues. The incumbent serves as a key point of contact for customers, helping to build strong relationships through effective communication, problem-solving, and a commitment to delivering exceptional service.
Specific Responsibilities:

Review and make decisions on daily order file reports for assigned accounts. Ensure all orders are released from hold status, customers are notified of delays, and product substitutions are offered at the location level based on Sales direction.
Manage saved incomplete order reports for assigned accounts to ensure potential orders do not age unnecessarily and are moved into processing, enabling the company to recognize shipped demand.
Modify existing orders, including updates, cancellations, and credits, as requested by customers or Sales leadership.
Proactively partner with internal and external Sales teams to ensure customer commitments align with company capabilities and operational requirements.
Create and maintain customer keying profiles, uniform programs, MySites, and website information to ensure accuracy and compliance with contractual obligations.
Prioritize multiple customer service issues simultaneously to ensure accurate and timely resolution. Respond to customer / sales inquiries within established service level expectations, typically within 48 hours. (Salesforce)
Prepare large and multipack orders for submission to Data Entry for processing.
Identify, process, and coordinate the completion of customer-related forms, including:

Requests for Quotation (RFQs)
IT Enhancement Requests
Web Requirements Forms
EDI Requirement Forms

Work cross-functionally with multiple departments to resolve issues and prevent delays in order processing and fulfillment.
Refresh and maintain designated Power BI (PBI) reports to support operational and customer reporting needs.
Maintain a quality performance rate of 99.70% or higher.
Take ownership of customer orders and proactively drive issue resolution to ensure a positive customer experience.
Serve as a subject matter expert in direct sales order entry systems, value-added services, and operational processes.
Submit approved customer pricing updates as directed by the Sales Manager and ensure accurate implementation within applicable systems.
Stay current on company policies, procedures, guidelines, and best practices to ensure compliance and operational excellence.

Key Competencies

Customer Focus
Order Management
Problem Solving
Attention to Detail
Communication Skills
Time Management
Cross-Functional Collaboration
Process Improvement
Accountability and Ownership
Technical and Systems Proficiency