Customer Service and Office Coordinator

JOB OVERVIEW:

The Customer Service & Office Coordinator is responsible for managing customer orders and ensuring smooth day-to-day office operations. This role processes and verifies all incoming orders, provides order status updates to customers, and coordinates with Production and Supply Chain for fulfillment. Additionally, the position oversees office management activities, including maintaining supplies and serving as the point of contact for facility vendors. The Customer Service & Office Coordinator reports directly to the Supply Chain Manager

JOB RESPONSIBILITIES AND DUTIES: 

• Consistently models the core values of the company both internally and externally.
• Openly commit to and support company processes and systems.
• Understand and follow the processes of the Rampart Quality System.
• Process and verify all customer orders, ensuring purchase orders align with quotes, pricing, and payment terms.
• Provide order status updates to customers as needed or requested.
• Communicate confirmed orders to Production and Supply Chain for fulfillment.
• Resolve basic customer inquiries or route customers to the appropriate team member.
• Maintain accurate records of orders, quotes, and customer communications.
• Monitor and maintain office supply inventory, placing orders as needed.
• Serve as the primary liaison with facility vendors (e.g., waste management, utilities, IT, cleaning services).
• Support facility coordination to ensure smooth daily operations.
• Assist with additional administrative or operational tasks as assigned.

Key Metrics

• Order Accuracy: % of orders processed without errors.
• Customer Responsiveness: Average response time to customer inquiries.
• On-Time Processing Time: % of orders successfully processed within 24 hours of receipt.
• Office Operations: Vendor performance, timeliness of supply replenishment, and resolution of office/facility issues.

QUALIFICATIONS / EDUCATION AND EXPERIENCE: 

• Customer Service: Prior experience in order processing, customer service, or related administrative roles.
• Organizational Skills: Ability to manage multiple priorities and maintain attention to detail.
• Communication: Strong verbal and written communication skills to support customers, vendors, and internal teams.
• Problem-Solving: Ability to identify and resolve issues in a timely, effective manner.
• Technical Skills: Proficiency with Microsoft Office and ERP/order entry systems.
• Education: Associate’s or Bachelor’s degree preferred; equivalent experience considered.
• Experience: Minimum of 2–4 years in customer service, office coordination, or a related field.

PHYSICAL ACTIVITIES

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this position.

• Body Positions: Regularly required sitting, standing, and walking for prolonged periods of time.
• Body Movements: Full range of body movements including the use of hands and fingers, to handle or feel objects, and bending, reaching, lifting, and crouching.
• Vision: Ability to read and see instructions, and computer screens.

MENTAL REQUIREMENTS 

• Attention to Detail: Must be able to focus on small details and ensure accuracy and precision in the processing of customer orders.
• Relational: Must be able to comfortably connect and work with different personalities both inside and outside the company.
• Communication Skills: Must be able to read and write clearly to effectively communicate with team members and supervisors.

WORKING CONDITIONS

• Environment: Work is performed in an office environment with occasional entry into production areas.
• Physical Demands: Primarily desk/computer work with occasional lifting of office supplies (up to 25 lb).
• Work Hours: Full-time position with standard working hours, typically Monday through Friday. Occasional overtime may be required to meet business needs.
• Protective Gear: PPE required when entering production or warehouse areas.
• Health and Safety: Strict adherence to health and safety guidelines is required when entering production environments.