Customer Service & Order Processing Coordinator presso Baltimore Aircoil Company

POSITION PURPOSE:

The Customer Service & Order Processing Coordinator is responsible for serving as a point of contact for the customer service needs and sales order needs of the custom coil department of BAC. The coordinator aids  sales in processing new orders and changes to  existing orders. The value stream starts at order entry and ends when the equipment/components are delivered to the customer. Ensure that timely and accurate information is communicated with the customer. They will learn the sales operations process and they will participate in weekly forecast meetings. They will manage the e-mail in boxes, sales order inputs, and various correspondence & administrative tasks. The coordinator will participate in improvement projects to improve service level and process efficiencies.

PRINCIPAL ACCOUNTABILITIES:

• Provides a single point of contact for sales and customers.
• Develop highly effective relationships across all departments of facility and BAC.
• Manage competing priorities in a fast paced, rapidly changing environment.
• Provide timely status updates, root-cause analysis, and strategies to address client issues.
• Implements process improvements to improve customer communications and process efficiency.
• Works directly with Sales Managers and manufacturing to meet the sales plan.
• Updates and tracks sales metrics as required.
• Responds to Customer inquiries through verbal and written communications.
• Coordinates lead-times and quick ship projects
• Enter new coil orders.
• Processes change orders.
• Provides tracking and shipping details on shipped orders.
• Runs back log reports for orders and follow-ups with the plant schedulers and follows up on open, past due orders.

KNOWLEDGE & SKILLS

• Bachelor’s Degree preferred
• Minimum 3-5 years’ experience managing customer relationships/territory management (technical, construction industries preferred)
• Demonstrated Customer service oriented (internal and external customers)
• Demonstrated strength in problem solving and follow-up.
• Demonstrated ability to resolve complex problems in an efficient and timely manner.
• Requires excellent written and verbal communication, flexibility in managing a wide range of tasks, mindfulness, and attention to detail. .
• PC skills – Excel, Word, Access
• Knowledge of SAP preferred.

NATURE & SCOPE

Reporting to the Dry Coil Lead with support to other BAC departments (Production Planning and Shipping). This position will interact with internal and external customers, representatives, and the manufacturing plants.

WORKING CONDITIONS

The working environment is typical of an office working environment including extended periods sitting with periodic standing and walking. Lifting is limited to less than twenty pounds. Limited travel <10%.