Order Fulfillment Coordinator

This role supports equipment installation and service operations across the United States, Canada, and international markets. This position serves as a key liaison between Supply Chain, Sales, Service, Customer Service, Finance, and external customers to ensure timely order fulfillment, inventory availability, billing accuracy, and issue resolution. The role directly impacts customer satisfaction, operational efficiency, and revenue recognition through effective coordination of inventory, orders, shipments, returns, and invoicing activities.

The Order Fulfillment Coordinator is responsible for coordinating inventory availability and managing service and equipment orders from initiation through completion. The position ensures accurate order processing, shipping coordination, invoicing, returns management, and issue resolution while maintaining accurate records within ERP and order management systems. This role partners closely with internal departments and external stakeholders to support operational excellence and customer satisfaction.

• Coordinate inventory availability with Buyers, Planners, and Supply Chain teams to support installation and service demand and ensure material readiness for customer orders.

• Investigate inventory shortages, discrepancies, and allocation issues and implement corrective actions to minimize fulfillment delays.

• Monitor inventory levels and communicate stock availability to Equipment Managers, Sales Representatives, and other stakeholders.

• Create and process service purchase orders, equipment orders, and capital orders while ensuring accuracy and compliance with internal procedures.

• Prepare customer quotations and proforma invoices, including product pricing, freight charges, taxes, and other applicable fees.

• Verify stock availability and order requirements prior to processing to support timely and accurate fulfillment.

• Generate domestic and international shipping documentation, including UPS export, import, and return shipping labels for customers, Sales Representatives, Service Technicians, and internal departments.

• Track and monitor service orders throughout the order lifecycle, ensuring all required approvals, documentation, and system updates are completed.

• Process customer credit card payments and maintain accurate account information and payment records.

• Manage product return activities, including return authorizations, shipment coordination, credit issuance, and documentation maintenance.

• Process customer invoices and partner with Finance to investigate and resolve billing discrepancies while ensuring invoice accuracy.

• Investigate and resolve customer complaints, order issues, inventory concerns, and fulfillment escalations to maintain a high level of customer satisfaction.

• Maintain accurate records and transactional data within ERP, inventory management, and order management systems.

• Collaborate with Sales, Service, Customer Service, Supply Chain, Finance, and external customers to support continuous improvement and operational efficiency initiatives.

• As business needs dictate, work extended hours to complete daily department goals or tasks to include mandatory overtime.

Knowledge, Skills and Abilities:

• Minimum 3–5 years’ experience associate’s degree or equivalent experience
• Supply chain, coordination, or order operations.
• Good interpersonal skills when relating with customers, peers, and management.
• Ability to solve problems, identify solutions and develop action plans to satisfy customer needs.
• Working experience with MS office and ERP systems.
• Experience with inventory management and order processing systems
• Ability to coordinate across multiple teams (buyers, planners, service, finance)

Work Environment:

• Office-base, Hybrid work setting

• Frequent interaction with customers via phone, email, chat, and video conferencing

• Collaboration with dept. such as Sales, Operations, Logistics, and Billing

• Use of CRM system and business software

• Performance-driven environment with SLA goals, response time targets, and customer satisfaction metrics

• Requires strong multitasking, problem-solving, and great communication skills

• Emphasis on professionalism, teamwork, accuracy, and delivery excellent customer experience

Experience:

• Create and process service purchase orders (POs)
• Enter equipment/capital orders-sales rep, service techs.
• Writing quo