Customer Service Coordinator
hace 2 días
Dallas
Job Description Job Position: Customer Service Coordinator Location: Dallas, TX 75247 Salary: $105k - $110K Shift: Monday - Friday 7:00am - 4:00pm Tasks & Duties * 1. Team Leadership & Daily Operations * Supervise and coach a team of Customer Service Specialists, ensuring adherence to established processes, service levels, and commercial policies. * Assign and prioritize daily work across RFQs, quotations, order entry, follow-ups, and customer requests. * Monitor workload distribution to maintain team efficiency and responsiveness. * Guide complex cases such as deviations, exceptions, margin validations, delivery challenges, and customer escalations. 2. Process Governance & Transactional Oversight * Ensure accurate and consistent execution of the full quote-to-cash process: RFQ Quotation Follow-up PO Validation Order Entry Production Monitoring Shipping Post-Sales. * Validate accuracy of quotes and sales orders, ensuring pricing, terms, and internal approvals are properly applied. * Oversee timely registration of RFQs, quotations, and orders in SAP and CRM/Salesforce. * Establish and monitor KPIs for the team (RFQs processed, quote response time, quote-to-order conversion rate, backlog health, on-time acknowledgments, etc.). 3. Cross-Functional Coordination * Serve as the primary liaison between Customer Service and internal functions including Sales, Planning, Production, Logistics, Finance, and Quality. * Lead weekly meetings with Sales and Planning to review order status, delays, risks, and upcoming priorities. * Facilitate communication between the Specialists and internal departments to resolve issues quickly. * Support Sales with information on pipeline status, customer performance, delivery updates, and margin adherence. * Assist Accounts Receivable with follow-up on past-due invoices while maintaining strong customer relationships. 4. Customer Communication & Escalation Management * Handle escalated issues from key accounts, ensuring timely and professional resolution. * Support the Specialists with challenging customer interactions, delivery conflicts, warranty issues, or commercial disagreements. * Provide consistent communication to customers regarding order status, risks, and commitments. * Maintain strong customer relationships and ensure service satisfaction benchmarks are met. 5. Inside Sales & Commercial Support * Support inside sales efforts by tracking follow-up activity on open quotations and improving conversion rates. * Review pricing governance, margin compliance, and exception requests before escalating to Sales/Product Line for approval. * Identify opportunities to improve quoting accuracy, product positioning, and customer experience. * Contribute to commercial initiatives, campaigns, and new product introduction support. 6. Reporting, KPIs & Continuous Improvement * Track, analyze, and report team KPIs, service performance, and transactional accuracy. * Identify process gaps and lead improvement initiatives to optimize cycle times, communication flow, and system utilization. * Ensure data integrity in SAP, CRM, and all tracking tools, promoting clean reporting and commercial visibility. * Lead the implementation of new tools, workflows, or cross-functional alignment mechanisms. 7. Training, Development & Compliance * Train new team members on processes, systems, customer handling, and quoting standards. * Ensure team adherence to pricing policies, margin governance, discount approval workflows, and commercial guidelines. * Maintain updated work instructions, SOPs, and documentation for the Customer Service department. * Support internal audits and drive compliance with company policies and quality standards. 8. LTC Training Courses Coordinate successful delivery of customer facing training classes (i.e. catering, event planning, logistics etc.) Qualifications (Requirements/Skills) * Bachelors degree in business administration, Engineering, Supply Chain, or related field. * 4+ years of experience in customer service, inside sales, commercial operations, or order management (manufacturing/industrial preferred). * Prior team leadership experience is highly preferred. * Strong knowledge of SAP, Salesforce/CRM systems, and commercial approval workflows. * Excellent communication, conflict resolution, and stakeholder management skills. * Ability to lead a team in a fast-paced environment while maintaining accuracy and quality. * Strong analytical, problem-solving, and organizational capabilities. Preferred Education / Experience * BS/BA in related discipline (engineering, business, marketing, etc.) * BSEE Power Systems emphasis * 4-6 years sales or customer service experience in the related manufacturing industry (industrial, oil, gas, utilities, etc.) * 2+ years of successful experience in power systems and/or substation experience and successful demonstration of Principal Duties and Responsibilities as presented above. About Ascend Staffing Ascend Staffing has been connecting great people with real opportunities for over 50 years. We are always looking for great people. If youre ready to earn more, get real benefits, and achieve your goals, youve come to the right place. * We do what we say we will do. * We are direct and transparent. * We find real opportunities with great employers. Want to contact us? Ascend Staffing Irving 4425 W. Airport Freeway Suite 475, Irving, TX 75062 Call or Text: 817-768-9124 Website: #38208002 @IN9023 @ZR9023 Company DescriptionA True Partner in Your Success: Ascend staffing has been connecting great people with great opportunities for over 50 years. Many of our talented workers stay with us for years because they like what they get from Ascend. What We Offer: Weekly Pay Direct Deposit and Debit Card Payment Options Medical, Dental, and Vision Coverage Life and Short-term Disability Insurance Our Purpose Statement: Our purpose is to partner with employees, clients, and the community to create opportunities for growth and mutual success. The Ascend Difference: We do what we say we will do. We are direct and transparent. We find real opportunities with great employers. We support our talent every step of the way. We make a difference in people’s lives. How We Help You: Our recruiters aren’t just about filling jobs. They are about helping you achieve your goals. We put thousands of people to work every year in temporary, temporary-to-hire and direct hire placements. We are always looking for great people. Apply today!A True Partner in Your Success:\r\nAscend staffing has been connecting great people with great opportunities for over 50 years. Many of our talented workers stay with us for years because they like what they get from Ascend. \r\n\r\nWhat We Offer:\r\nWeekly Pay\r\nDirect Deposit and Debit Card Payment Options\r\nMedical, Dental, and Vision Coverage\r\nLife and Short-term Disability Insurance\r\n\r\nOur Purpose Statement:\r\nOur purpose is to partner with employees, clients, and the community to create opportunities for growth and mutual success.\r\n\r\nThe Ascend Difference:\r\nWe do what we say we will do.\r\nWe are direct and transparent.\r\nWe find real opportunities with great employers.\r\nWe support our talent every step of the way.\r\nWe make a difference in people’s lives.\r\n\r\nHow We Help You:\r\nOur recruiters aren’t just about filling jobs. They are about helping you achieve your goals. We put thousands of people to work every year in temporary, temporary-to-hire and direct hire placements.\r\n\r\nWe are always looking for great people. Apply today!