Operations Support Coordinator - Order Fulfillment

Overview:
This role supports the seamless execution of order fulfillment processes, ensuring accuracy, timeliness, and customer satisfaction. The position involves managing order entries, coordinating logistics, handling customer inquiries, and resolving issues related to returns and complaints.

Key Responsibilities:

• Process and manage customer orders via ERP/SAP systems
• Handle a high volume of data entry and email correspondence (approx. 75%)
• Manage inbound calls (approx. 25%) from customers including engineers, architects, and contractors
• Ensure order accuracy and timely fulfillment
• Collaborate with internal teams to resolve order issues and provide excellent customer service
• Maintain accurate records and documentation
• Monitor and release backorders, ensuring compliance with internal standards and customer expectations.
• Investigate and resolve order discrepancies and processing errors.
• Generate reports related to customer feedback, order trends, and service issues.
• Coordinate the resolution of customer complaints, ensuring timely updates and follow-through.
• Manage product returns, including system entry, customer communication, and payment adjustments.
• Support continuous improvement initiatives to enhance process efficiency and service quality.
• Perform additional duties as needed.

Skills & Qualifications:

• Experience with ERP systems (e.g., SAP) required
• CRM platforms (e.g., Microsoft Dynamics) is a plus.
• Proficient in Microsoft Office, especially Excel.
• Ability to analyze data and identify trends or issues.
• Self-motivated with a proactive approach to problem-solving.

Preferred Background:

• Associate degree in business or a related field.
• 3-5 years of experience in customer service, operations, or supply chain support.
• Familiarity with order management in a technical or manufacturing environment.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.