Summary of Position

The Customer Support and Shipping Coordinator is an important figure in ensuring the smooth functioning of the dental equipment parts department. The role involves various responsibilities encompassing customer support, shipping coordination, inventory control, and documentation management. Key duties include providing phone and email support for parts orders and technical troubleshooting, maintaining reports and price lists, organizing documentation, conducting inventory control and cycle counting, processing work orders and assembly, managing parts sales orders and quotes, and overseeing shipping and receiving processes. Effective teamwork and proficiency in computer systems are essential for this role, as the chosen candidate will play a key part in optimizing processes and delivering excellent service to customers.

Responsibilities

Phone and Email Support

• Answer parts calls and process parts orders.
• Take Dealer calls regarding the status of a purchase order.
• Provide troubleshooting assistance for technical support calls via phone, email, or video.

Reports and Price Lists Responsible For

• Monthly Sales Order Analysis Report and Inventory Variance Report
• Maintain Replacement Parts & Dealer Pricing, and Government Pricing

Organization and Documentation

• Write and maintain departmental procedures, processes, and work instructions.
• Handle RMA dispositions.
• Maintain cleanliness and organization in warehouse areas and ensure accurate storage of parts through proper labeling procedures.

Inventory Control and Cycle Counting

• Parts Cycle Counts and reporting on variances.
• Order parts via Service Order Request Log, create work orders, and perform parts forecasting.
• Collaborate with the purchasing team to perform inventory stock cycle counting and manage orders for shipping supplies.
• Ensure shipping and inventory shelves are correctly organized and labeled.

Work Orders and Assembly

• Build work orders per work instructions, inspect the built part, and perform work in NetSuite.
• Pull parts to assemble per Bill of Materials (BOM) on the work order.
• Package and label assembled components for inventory.

Process Parts Sales Orders and Quotes

• Create sales orders from Online, PO, Email, or Phone
• Pull parts from sales order, package parts for shipping, and fulfill sales orders.
• Process online orders and incoming purchase orders to create sales orders and send confirmation emails for processed orders.

Shipping and Receiving

• Package parts for shipping and create shipping labels (UPS, FedEx, and USPS)
• Communicate and facilitate shipping agreements with vendors.
• Print End of Day Report in UPS and receive PO, RMA, and other shipments coming in.
• Inspect and process incoming parts, maintain shipping supplies, and ensure timely delivery of orders to customers.
• Fulfill sales orders in computer systems and distribute them to accounting after fulfillment.

Requirements

Must Haves

• High school diploma or equivalent
• Ability to work independently, efficiently and collaboratively within a team.
• Professional verbal and written communication skills to ensure excellent customer service delivery.
• Strong organizational skills and attention to detail
• Ability to multitask and prioritize.
• Critical thinking skills
• Intermediate computer skills for data entry, Parts tracking and forecasting, and system navigation
• Proficiency in Microsoft Office Suite or 365

Nice to Haves

• Previous experience with NetSuite or other CRM software
• Previous experience in order processing, shipping, and assembly
• Experience with shipping services such as UPS and FedEx are preferred. An added advantage would be the capability to coordinate with authorized distributors.
• Knowledge of inventory management and cycle counting processes

Physical Requirements

• Ability to stand, walk, push, pull, squat, bend, and reach during shifts.
• Lift up to 50 pounds
• Adhere to strict safety, quality, and fulfillment production standards.

Work Schedule

Monday-Thursday 7:30 a.m. to 4:30 p.m. and Fridays 7:30 a.m. to 2:00 p.m.