Order Fulfillment Coordinator, Parts

Description

Company Intro

At Motor Services Hugo Stamp (MSHS) and Pacific Power Group, our mission is to sustain the momentum and energy that drives the world forward. Within the marine engine and backup power generation sectors, we offer comprehensive maintenance, repair, and overhaul services. Our highly skilled team comprises field service technicians, engineers, and workshop professionals who are in constant demand to ensure operational stability across vital industries such as military and defense, first responders, and global supply chain providers—covering everything from raw materials to consumer goods and food products. Join us now and become part of a team dedicated to making a meaningful impact on the world.

Job Summary

As an Order Fulfillment Coordinator, you will join our team focused on managing parts orders efficiently and accurately. You will be responsible for overseeing the entire process from order receipt to delivery, ensuring timely fulfillment and customer satisfaction. Your primary duties will include processing orders, coordinating with suppliers and vendors, and resolving any issues related to orders or shipments. The ideal candidate should possess strong communication skills, have a keen eye for detail, and be adept at multitasking in a fast-paced environment. 

Essential Duties & Responsibilities

Receive and process parts orders from internal teams. Ensure accuracy and completeness of information before processing orders.

• Coordinate with suppliers and vendors to ensure timely procurement and delivery of parts. 
• Receive and verify customer purchase orders (POs). Ensure POs align with estimate and vendor quotes.
• Request Pick, Pack Ship (P/P/S) as per order requirements. Coordinate with internal departments to fulfill P/P/S requests timely.
• Generate planned purchase orders (POs) based on approved estimates and customer POs. Ensure POs are accurate and include all necessary details for fulfillment.
• Receive and process drop shipments from vendors.
• Resolve any issues related to order discrepancies, shipping delays, or quality concerns.
• Communicate order status and updates to internal stakeholders and customers promptly.
• Generate and send invoices to customers for completed orders. Ensure invoices are accurate and match customer POs and estimates.
• Process credit card payments for customer orders as required.
• Maintain and update product listings on online stores.
• Manage inquiries through dealer portal
• Handle requests for setting up new customers in the system. Verify information and ensure completeness of new customer setups.
• Address incoming calls from customers, vendors, and internal stakeholders.
• Process return material authorizations (RMAs) for defective or unwanted parts. Coordinate returns and replacements with vendors and customers.
• Proactively engage with customers to enhance their experience and satisfaction. Implement feedback and suggestions to improve NPS ratings.
• Maintain accurate customer records and update information as needed. Ensure all interactions and updates are logged in the Customer 360 system.
• Ensure compliance with company policies and procedures related to order fulfillment.
• Collaborate with other departments such as Sales, Purchasing, and Logistics to streamline processes and improve efficiency.
• Continuously evaluate and suggest improvements to the order fulfillment process to enhance customer satisfaction and operational efficienc

Requirements

Required Knowledge, Skills, and Abilities

This role focuses on customer service orientation, product knowledge, collaboration, organization, and technical skills:

• Ability to manage multiple tasks and prioritize effectively. 
• Excellent written and verbal communication skills. 
• Dedication to providing exceptional service to customers. Handle inquiries, resolve issues, and maintain positive relationships.
• Strong analytical and problem-solving abilities to address challenges related to order fulfillment and customer service.
• Proactive approach to identifying and resolving issues to ensure customer satisfaction.
• Strong commitment to following established procedures and workflows. 
• Collaborative attitude and ability to work well within a team environment. 
• Experience working collaboratively with various departments such as Sales, Logistics, and Procurement. Effective communication skills to coordinate tasks and ensure seamless order fulfillment processes.
• Efficiently manage time to meet deadlines and fulfill orders promptly. 
• Ensure accuracy in order processing, documentation, and invoicing.  
• Ability to adapt to changing prioritie