What are the responsibilities and job description for the Customer Operations Coordinator position at Sterling Technologies Inc.?
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Role Overview
As the Customer Operations Coordinator, you will manage the daily administrative and operational workflows that keep our precision manufacturing facility running smoothly. You will be the primary point of contact for our national OEM partners and will provide high-level support to our leadership team. This role requires a blend of customer service, project management, and basic financial administration.
Key Responsibilities
- Customer & Sales Support: Manage the "Order-to-Shipment" process. This includes entering purchase orders into the ERP system, providing status updates to customers, and coordinating with the shipping department.
- Project Coordination: Assist in tracking project timelines – oversight of first article development and other parts of new customer on-boarding - ensuring that engineering and production teams are meeting client deadlines. Work with multiple departments to support onboarding and standardize processes and ensure project execution.
- Customer Advocacy: Be the internal “Voice of the Customer” and help maintain focus and urgency on what the customer would consider success. Build relationships with customers via proactive communications and updates and become a trusted resource for customers.
- Financial Administration: Support the accounting team with invoicing / billing, processing accounts receivable (AR), and managing customer purchase orders.
- Inventory: Develop and manage early warnings for long lead time components and assist procurement in creating customer-acceptable back-up plans. Ensure security of supply.
- Problem Solving: Act as the primary point of contact for billing questions, account updates, and general service inquiries via phone and email. Investigate and resolve customer complaints or pricing disputes with a focus on "win-win" outcomes.
- Data Integrity: Maintain clean, up-to-date customer records in our ERP/Accounting Software
Qualifications
- Experience: 3–5 years in a professional administrative or business coordination role. Manufacturing Experience is a plus - understanding the order to shipment process.
- Technical Skills: Expertise in Microsoft Excel (experience working with XLookups/ VLookups and pivot tables is needed).
- Experience with ERP/Accounting software (e.g., Microsoft Dynamics 365, NetSuite, or QuickBooks)
- Familiarity with HubSpot or similar CRM tools.
- Soft Skills:
- Interest in developing new processes to help scale the business. Don’t settle for resolving the same problem multiple times – work to address the root cause and help propel the business to a new level of growt
- Analytical and problem solving - training and experience in problem solving methods is a plus – Lean (5 Whys, etc.), Six Sigma, etc.
- Strong communication and interpersonal skills for client interaction and team collaboration
- Ability to multitask and manage concurrent projects and initiatives
- Technical Chops: Proficiency in Excel (Xlookups, Vlookups are your friend) and experience with accounting software.