Customer Order Coordinator

About the Role

This role focuses on proactive communication with customers and managing their orders comprehensively by serving as the key liaison between customers, sales, production, and dispatch teams. The coordinator ensures customers receive timely and accurate information on order status and delivery schedules while also managing complaints and returns through proper approval processes.

Key Responsibilities

• Serve as the primary contact for customers regarding order updates, delivery expectations, complaints, and returns.
• Monitor and track customer orders from receipt through production, dispatch, and final delivery.
• Engage with production, planning, sales, and dispatch teams to gather clear information to relay to customers.
• Manage and coordinate complaint and return investigations, secure necessary approvals, and communicate resolutions to customers and sales managers.
• Maintain precise records of order tracking and customer communications within designated systems.
• Identify potential delays or at-risk orders promptly, escalating issues before customers need to inquire.

Daily Operating Routine

• Review daily production updates provided by 3:00 pm for all orders.
• Check order status and dispatch readiness, confirming any risks or delays.
• Proactively update customers with detailed, clear information about expected deliveries and changes.
• Escalate unresolved issues to the Sales and Dispatch Vice Captain with concrete facts.
• Monitor progress of complaints until they are approved, resolved, and final feedback is communicated.

Required Skills and Professional Traits

Successful candidates will demonstrate strong communication, attention to detail, process orientation, assertiveness in internal follow-ups, and a customer-centric approach. Proficiency in administrative tasks and comfort with systems such as SAP, KOOPS, Excel, Outlook, and Teams is necessary.

Performance Indicators

• Respond swiftly with accurate, transparent customer updates.
• Complete daily customer order updates following production reviews.
• Ensure complaints are tracked through approval, resolution, and final customer feedback.
• Maintain accuracy in order tracking across systems.
• Escalate risks early with clear facts and accountability.

Success Profile

The ideal candidate stays composed under pressure, rigorously follows up, provides precise information, and confidently communicates internally without causing conflict. Success is reflected in well-informed customers, fewer interruptions for sales, and timely communication of delays to avoid complaints.