Customer Account Coordinator

Job purpose 

The Customer Account Coordinator is responsible for delivering a high-quality customer experience by serving as a primary point of contact for customer to our key partners for inquiries, orders, and support needs. This role ensures timely, accurate, and solution-oriented communication while proactively identifying opportunities to improve customer satisfaction and operational efficiency. The position exists to strengthen customer relationships, support the sales process, and drive long-term customer value through responsiveness, collaboration, and continuous improvement. 

Essential Duties and Responsibilities 

Customer Support & Communication 

• Serve as the primary point of contact for customer inquiries (phone, email, in-person) 

• Respond promptly and professionally to questions related to quotes, orders, shipping, and product details  

Issue Resolution & Problem Solving 

• Investigate and resolve customer concerns with a solution-focused mindset 

• Owns the coordination with engineering, sales, and operations to ensure timely resolution to customer escalations. 

Order & Account Management 

• Support order processing, updates, and account maintenance 

• Ensure accuracy of customer data, pricing, and order status communication  

Cross-Functional Collaboration 

• Partner with sales, engineering, and production teams to deliver seamless customer experience 

• Route inquiries to appropriate team members when needed  

Proactive Customer Success 

• Identify customer needs, anticipate issues, and communicate solutions 

• Perform follow-ups and quality checks to ensure satisfaction 

Systems & Process Execution 

• Utilize CRM, ERP, and internal systems to track interactions and manage work 

• Contribute to process improvements and support continuous improvement initiatives 

• Exemplify the Company Values of: Respect, Ownership, Innovation, and Contribution 

• Follow all guidelines, policies, and procedures established by the Company including ISO27001 and ISO9001 

• Be willing to evolve and grow professionally and personally 

• Accept additional assigned responsibilities as assigned or when required by customer needs 

Qualifications 

Experience & Technical Skills 

• 2+ years in a professional customer service, sales support, or office role 

• Experience with CRM/ERP systems and strong Microsoft Office proficiency   

Core Competencies 

• Customer-focused mindset with a strong sense of ownership 

• Communication skills (clear, professional, and responsive) 

• Problem-solving ability with attention to detail 

• Organization & multitasking in a fast-paced environment 

Behavioral Traits (Best Fit for Your Team) 

• Positive, empathetic, and professional demeanor 

• Self-starter who proactively seeks solutions and improvements 

• Strong collaborator who works effectively across teams 

• Adaptable and open to learning in a dynamic manufacturing/sales environment 

• Ability to build strong customer relationships and trust 

• Comfort supporting technical or engineered products 

• Alignment with values like ownership, responsiveness, and continuous improvement 

Working conditions and Physical Requirements 

This job requires someone to mostly sit at a desk.