Summary:
The Customer Support Coordinator plays a key role in managing customer spare parts needs by responding to customer inquiries, supporting order fulfillment, and coordinating activities between customers, vendors, and internal departments. This role requires strong organizational and communication skills to manage customer requests, support purchasing activities, maintain accurate ERP records, and ensure timely updates throughout the order lifecycle. The position offers opportunities to expand responsibilities related to spare parts quoting, pricing, and vendor sourcing over time.
Duties and Responsibilities include the following:
- Support customer spare parts needs by coordinating inquiries, requests, customer orders, and fulfillment activities between customers, vendors, and internal departments.
- Communicate with customers primarily through email, with phone communication as needed, regarding spare parts inquiries, order status, availability, lead times, shipment updates, and other customer requirements.
- Review customer purchase orders for accuracy, process orders within internal ERP systems and supporting software platforms and maintain accurate order records.
- Generate purchase orders for spare parts, materials, and related needs required to fulfill customer requirements.
- Communicate with vendors to confirm orders, request lead times, follow up on delivery status, and support expediting activities when needed.
- Monitor open customer and supplier orders, track delivery schedules, and coordinate updates with customers and internal teams.
- Support inventory availability by monitoring spare parts levels, and replenishing frequently used parts and supplies based on established inventory requirements.
- Coordinate shipment preparation, packaging requirements, carrier pickups, and shipping documentation using FedEx Ship Manager and other shipping platforms as needed.
- Generate commercial invoices and other required documentation for international shipments.
- Update order status within the ERP system to notify Finance when customer orders are complete and ready for invoicing.
- Maintain accurate and organized records related to customer orders, purchasing activities, and shipments, including purchase orders, order confirmations, packing slips, and related documentation.
- Support future spare parts quoting activities, pricing updates, and supplier quote requests as the role develops.
- Collaborate with Engineering, Project Management, Accounting, and other departments to support customer requirements and business needs.
- Assist Accounts Payable by resolving invoice and purchase order discrepancies.
- Provide administrative and coordination support for capital equipment purchasing activities as needed.
- Support continuous improvement efforts and identify opportunities to improve customer support, purchasing, and fulfillment processes.
***The duties and responsibilities as described above may be supplemented by other duties needed to help drive our organization’s Vision and Core Values.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Skills & Abilities:
- Proficiency in Microsoft Excel, Outlook, Word, and ability to learn ERP systems and supporting software platforms
- Strong attention to detail, organizational skills, and ability to manage multiple priorities
- Clear and professional written and verbal communication skills
- Strong critical thinking and problem-solving skills with the ability to identify issues and support effective solutions
- Ability to work collaboratively across departments and coordinate with internal teams and external suppliers
- Customer-focused mindset with the ability to manage requests, provide updates, and support customer needs
- Adaptability and willingness to grow with the role
Physical Requirements:
- Ability to sit, stand, and walk throughout the workday
- Must be able to lift boxes up to 50 lbs
- Regular use of hands for computer work, document handling, and packaging
- Occasional bending, kneeling, or reaching required
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment:
- Office-based with some activity in warehouse or staging areas
- Moderate noise level
- Occasional exposure to high-powered laser equipment (with appropriate safety measures)
Equal Opportunity Employer
It is JT Automation’s policy to provide equal employment opportunity for all qualified employees and applicants without regard to race/color, religion, age, sex (including pregnancy), national origin, disability, veteran status, marital status, genetic information, or other characteristic protected by law.
Benefits
Job Type: Full-time
- 401(k)
- 401(k) matching
- Flexible schedule
- Paid time off
- Employee assistance program
- Flexible spending account
- Dental insurance
- Vision insurance
- Health insurance
- Health savings account
- Life insurance
- Short and Long Term Disability
- Referral program