Customer Support Coordinator

About Midwest Distribution
Midwest Distribution is a family-owned snack food wholesaler and distributor serving retail partners throughout the Midwest. We supply nationally recognized snack food brands to hardware stores, farm and home retailers, sporting goods stores, and other independent retailers. Our team is committed to providing reliable service, accurate order fulfillment, and exceptional customer support while fostering a collaborative, team-oriented workplace.

Position Summary

The Customer Support Coordinator is responsible for delivering an exceptional customer experience while ensuring accurate order processing, customer account maintenance, product data management, and website product data updates. This position serves as a central communication point between customers, Sales, Purchasing, Warehouse, Accounting and vendors to ensure timely, accurate, and professional service.

Success in this role requires exceptional attention to detail, strong organizational skills, effective communication, and the ability to manage multiple priorities while maintaining accuracy. The Customer Support Coordinator is expected to take ownership of customer requests, proactively solve problems, and contribute to continuous improvement within the department.

Primary Responsibilities

Customer Experience

• Answer customer phone calls and emails, directing inquiries to the appropriate department as needed.
• Monitor and manage the Customer Service email inbox throughout the day.
• Provide accurate product information, pricing, inventory availability, display breakdowns, order status, and shipment updates.
• Assist customers with shortages, overages, damaged shipments, returns, freight claims, compliance issues, and other service-related concerns.
• Build positive customer relationships through professional, solution-oriented communication.
• Take ownership of customer issues through resolution and escalate concerns when necessary.

Order Management

• Enter manual customer orders into Microsoft Dynamics 365 Business Central and process website orders.
• Review completed and aged website orders.
• Verify pricing, item numbers, quantities, shipping details, requested ship dates, and customer account information before processing.
• Research and resolve order discrepancies before they impact the customer.

Customer & Product Data Management

• Set up and maintain customer accounts.
• Maintain accurate customer records and contact information.
• Create and maintain new item setups within Business Central.
• Maintain accurate product dimensions, UPCs, pricing, weights, and customer-facing product information.
• Perform website product data updates including images, descriptions, specifications, pricing, and display breakdowns.
• Identify and correct product data discrepancies across company systems.

Sales & Vendor Support

• Coordinate vendor sample requests.
• Support Sales Representatives with customer requests, pricing, and product information.
• Distribute updated pricing lists.
• Coordinate with Sales, Purchasing, Warehouse, Accounting, and vendors to resolve customer issues.

Administrative Support

• Create and manage carrier claims for lost or damaged shipments.
• Research, dispute, and resolve customer compliance chargebacks.
• Assist with department projects and operational initiatives.
• Perform administrative duties that support efficient office operations.
• Perform additional responsibilities as assigned.

Qualifications

Required

• High school diploma or equivalent.
• Strong computer proficiency, including Microsoft Office (Word, Excel, Outlook, Teams, and basic spreadsheet functions).
• Ability to accurately enter, maintain, and validate data with exceptional attention to detail.
• Ability to quickly learn new software, systems, business processes, product lines, pricing structures, customer requirements, and company procedures.
• Excellent verbal and written communication skills.
• Strong organizational, time management, and multitasking skills with the ability to prioritize competing responsibilities while maintaining accuracy in a fast-paced environment.
• Strong critical thinking, problem-solving, and decision-making skills with the ability to resolve routine customer concerns and appropriately escalate issues when needed.
• Reliable attendance and consistent work performance.
• Positive, team-oriented attitude with a commitment to continuous improvement and exceptional customer service.
• Two or more years of customer service, administrative support, office support, order entry, retail customer service, or related experience.

Preferred

• Experience in wholesale distribution, manufacturing, or business-to-business (B2B) customer service.
• Experience using Microsoft Dynamics 365 Business Central (BC) or another ERP system.

Work Schedule

Monday - Friday

8:00 AM - 4:30 PM

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k) 3% Match
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Have you ever been convicted of a felony?

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)
• ERP systems: 1 year (Preferred)
• Microsoft Office: 1 year (Required)

Shift availability:

• Day Shift (Required)

Work Location: In person

Salary : $45,000 - $50,000