Job Description
Job Description
Salary : $51,000
Position Summary
The Customer Operations Coordinator serves as the central point of contact for customers and internal teams, ensuring orders, communications, and service requests are processed smoothly and accurately. This position blends customer service with operational coordination maintaining order accuracy, communication flow, and customer satisfaction from purchase through delivery. The role requires exceptional attention to detail, strong communication skills, and the ability to coordinate effectively between departments, including Accounting, Warehouse, and Management.The ideal candidate is a hard worker, selfmotivated, and eager to learn independently. They take initiative, solve problems proactively, and continuously look for ways to improve efficiency and customer satisfaction.
Hours : Mon to Fri | 7a - 4p | Closed Sat / Sun
Key Responsibilities
Customer Communication & Support
- Serve as the primary contact for all customer inquiries through phones, emails and chats.
- Respond to tickets and calls within target response times, providing clear, empathetic, and policy-aligned support.
- Address customer questions regarding orders, returns, and product issues with professionalism and accuracy.
- Conduct post-delivery follow-ups to confirm satisfaction and quality.
Order & Process Management
Prepare daily orders for warehouse fulfillment, ensuring accuracy in documentation, payments, and invoicing.Perform regular audits to verify that all orders, payments, and invoices are properly processed.Identify and resolve order issues, shipment errors, or refund requests using electronic workflows.Escalate unique or undefined issues to management, contributing to the creation or revision of company policies.Systems & Documentation
Maintain accurate and current customer records in the CRM, noting special details and follow-up reminders.Daily Softwares : Acumatica, Gorgias, Wrike, Google Suite, Microsoft Office, ShipStation, FedEx, and UPS.Balance verbal collaboration with written documentation to ensure clarity and accountability across departments.Interdepartmental Coordination
Collaborate regularly with management and accounting through weekly meetings and ongoing communication.Support the Warehouse, Accounting, and Purchasing departments by providing timely and accurate information.Promote a culture of open, transparent communication between customer-facing and internal operations.Performance Standards
Maintain or exceed established Customer Satisfaction (CSAT) targets and response time goals.Demonstrate a calm, solutions-focused, and empathetic demeanor with every customer interaction.Ensure consistency and accuracy across order processing, documentation, and escalation procedures.Uphold and reinforce company policies while proactively identifying opportunities for process improvement.Skills & Qualifications
2+ years of experience in customer service, operations coordination, or related field (preferred).Strong written and verbal communication skills.Proficiency in business software tools, including ERP, CRM, and helpdesk systems.High level of organization, reliability, and follow-through.Ability to work both independently and collaboratively within a fast-paced environment.Must be self-motivated, driven to learn new systems, and able to manage tasks without constant supervision.Core Values & Culture Fit
Treat customers the way you want to be treated fairly, respectfully, and with genuine attention.Value documentation and consistency as keys to operational success.Show initiative, empathy, and ownership in every customer interaction.Embrace collaboration, communication, and continuous improvement.Take pride in hard work, independent problem-solving, and personal accountability.