Customer Service Support Coordinator

Position: Customer Service Support Coordinator
Department: Customer Service
Location: Johns Creek, GA

Position Summary: The Customer Service Support Coordinator is responsible for managing customer claims and returns while supporting delivery coordination. This role ensures proactive communication with customers prior to shipment and oversees damage, loss, and return claims from initiation through resolution.

Essential Duties and Responsibilities

Claims & Returns:

• Investigate and manage claims for damaged, lost, or mis-shipped materials in accordance with company guidelines.
• Enter and track credit requests and claims in Salesforce and other systems to ensure accurate documentation and reporting.
• File claims with carriers, and third-party warehouses; provide accurate weights and measurements for returns.
• Process Return Material Authorizations (RMAs) and applicable credits for returned, damaged, or mis-shipped materials.
• Coordinate with Customer Service, Project Coordination, Logistics, and warehouse teams regarding the status of claims, returns, and replacement shipments.
• Communicate with customers and internal teams throughout the claims lifecycle to provide updates and resolve issues.
• Provide timely and accurate feedback to management and other departments regarding claim issues, delivery concerns, or operational challenges.
• Assist with report generation, data entry, and administrative tasks as needed.
• Assist with inventory-related activities, including preparation and support for the bi-annual physical inventory.

Delivery Coordination:

• Review open orders for material availability and shipment risks; notify stakeholders of potential delays.
• Contact customers 3–7 days before shipment to confirm dates, timing, and address detail.
• Document customer interactions and communicate updates, special instructions, or address changes to internal teams.
• Track pushed orders and assist with restocking fees when applicable.
• Maintain accurate order visibility and delivery documentation in Salesforce, IFS, and other systems.
• Align shipments with monthly sales and shipping goals where possible.
• Respond to customer inquiries promptly and provide feedback to management on delivery concerns.
• Support departmental initiatives, inventory communications, and special projects as needed.

Qualifications

• Strong customer service and client-focused mindset.
• Excellent verbal and written communication skills with a professional demeanor.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Strong problem-solving and analytical abilities.
• High level of attention to detail and accuracy.
• Strong organizational and time management skills.
• Ability to exercise good judgment and decision-making.
• Team-oriented with the ability to collaborate across departments.
• Proficiency in computer systems and data management.

Technical Skills

• Proficiency in Microsoft Office and Google Workspace (Word, Excel, Gmail).
• Experience with CRM and ERP systems preferred (Salesforce and IFS).
• Ability to maintain accurate records and documentation within internal systems.

Education and Experience

• High school diploma or equivalent required.
• 2+ years of experience in customer service, logistics coordination, or claims processing preferred.
• Experience in logistics, distribution, or construction-related industries is a plus.