Customer Exp. Fulfillment Coordinator

JOB SUMMARY

The CX Fulfillment Coordinator plays a critical role in bridging warehouse operations and customer experience. This position is responsible for ensuring that customer orders are processed accurately, escalations are addressed promptly, and service levels are consistently met. The ideal candidate will demonstrate strong organizational skills, excellent follow-through, and the ability to prioritize in a fast-paced environment while representing the company with professionalism and integrity.

JOB REQUIREMENTS

• Order Management & Fulfillment: Monitor and update customer orders within Solar to ensure accuracy, timeliness, and compliance with company standards.
• Escalation Handling: Serve as a point of contact via Microsoft Teams for order-related inquiries, prioritizing escalations and ensuring seamless communication with CX leadership.
• Issue Resolution: Investigate and resolve orders in trouble by coordinating across teams, identifying root causes, and driving corrective actions.
• Collaboration Tools: Share responsibility for tracking and updating tickets in JIRA, ensuring issues are logged, monitored, and resolved in alignment with service expectations.
• Operational Support: Partner with warehouse staff and CX leadership to streamline processes, support workflow improvements, provide routing assistance and uphold service excellence.
• Follow-Up & Accountability: Maintain rigorous follow-up and follow-through practices to ensure commitments are met and customers receive consistent, reliable service.
• Continuous Improvement: Contribute to process enhancements and special projects as identified by leadership.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• 2 years of experience in customer service, order fulfillment, or warehouse support strongly preferred.
• JIRA Ticketing experience not required; preferred
• Proficiency with Microsoft Excel and Teams; experience with Solar and JIRA is a plus (training available).  
• Exceptional organizational and time-management skills with the ability to manage competing priorities.
• Strong verbal and written communication skills.
• Demonstrated reliability, professionalism, and ability to work effectively in a team-oriented environment.
• Coachable, adaptable, and open to feedback with a commitment to continuous growth.

Protective Industrial Products (PIP) is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization. PIP makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, you may request access to our EEO policy.