Customer Care Coordinator

Job Title: Customer Care Coordinator
Reports To: Office Manager
Date Updated: July 15, 2025
Revision A


Purpose
The Customer Care Coordinator is responsible for delivering high-level customer service and strategic support to our clients and internal stakeholders. This role involves proactive problem-solving, data-informed decision-making, and close collaboration with cross-functional teams to improve customer satisfaction, retention, and operational efficiency. The role requires autonomy, initiative, and a solutions-oriented mindset.

Key Responsibilities

• Customer Case Management: Handle complex customer inquiries, order management, and complaints through multiple channels (phone, email, chat), ensuring timely resolution and follow-through.
• Process Optimization: Identify patterns in customer issues and recommend improvements to policies, procedures, and tools that enhance the customer experience.
• Reporting and Analysis: Prepare customer satisfaction reports, analyze trends, and offer insights that inform business decisions.
• Cross-Functional Collaboration: Work with Production, Shipping, Quality, Sales & Estimating, and Engineering teams to provide feedback, support product launches, and resolve escalated issues.
• Training and Documentation: Contribute to the creation of work instructions, order process flow, and internal documentation to ensure knowledge sharing and consistency.
• Project Participation: Lead or participate in special initiatives, such as customer retention programs, product feedback loops, and ERP system improvements.

Qualifications

Education and Experience
• Minimum 2 years of experience in a customer-facing or customer operations role, preferably in a manufacturing environment.

Skills and Abilities
• Demonstrated ability to exercise independent judgment and discretion in handling customer matters.
• Proficiency in ERP such as Syteline and Microsoft Office Suite.
• Excellent professional written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Skilled and experienced in managing multiple tasks simultaneously.

Physical Requirements
While performing the duties of this job, the employee may be required to stand, walk, sit, use hands to handle or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Direct Reports
There are no direct reports for this position.

Additional Information
This job description is intended to convey information essential to understanding the scope of the Customer Care Coordinator role. It is not exhaustive and may be revised as needed to meet the ongoing needs of the organization. The Customer Care Coordinator must adhere to all company policies and procedures, including safety protocols and attendance requirements.