Customer Operations Coordinator

Customer Operations Coordinator Icelandirect, Inc. Clifton, NJ Job Details Full-time From $55,000 a year 4 hours ago Benefits Health insurance Dental insurance 401(k) Flexible spending account Paid time off Life insurance Retirement plan Qualifications Customer communication Customer returns handling Schedule management Issue tracking Management reporting Quickbase Shipping documentation Full Job Description

CUSTOMER OPERATIONS COORDINATOR

Position Summary The Customer Operations Coordinator works closely with Procurement, Production, Quality Assurance, Logistics, and Accounting and is responsible for workflow monitoring and operational follow-up from order release through shipment and completion. This role ensures customer orders progress smoothly through internal operations while maintaining visibility, communication, and issue resolution. Key Responsibilities Workflow Monitoring Monitor customer orders throughout the production lifecycle. Track open orders and identify delays, bottlenecks, or operational risks. Maintain visibility of order status across departments. Update order comments and workflow notes to ensure accurate communication. Production Follow-Up Coordinate with Production to monitor manufacturing progress. Follow up on scheduling, production completion, and release timelines. Escalate issues impacting delivery commitments. Monitor production-related changes that may affect customer orders. Logistics Coordination Coordinate shipment readiness and logistics requirements. Work with warehouse and logistics teams to support on-time deliveries. Track shipment status and communicate updates as necessary. Assist with shipping documentation and customer shipment requests. Customer Communication Provide proactive order status updates. Communicate delays, shipment schedules, and operational updates. Serve as a central point of contact for operational inquiries. Maintain professional customer relationships throughout the order lifecycle. Escalation Management Coordinate resolution of operational issues affecting customer orders. Track escalations and ensure timely follow-up through closure. Facilitate communication between departments when issues arise. Ensure corrective actions are completed and documented. Credit Memo / Debit Memo Tracking Coordinate CM/DM requests and approvals. Track status through completion. Work with Accounting, Sales, and Operations to resolve discrepancies. Maintain supporting documentation. Customer Complaints & Returns Coordinate customer complaints and product returns. Work with QA and Operations to investigate issues. Ensure complaints are documented, tracked, and resolved. Communicate findings and resolution status to customers. Reporting & Documentation Monitor operational KPIs and open-order reporting. Maintain accurate records of customer communications and issue resolution. Assist with documentation requests, COAs, specifications, and related customer requirements. Qualifications 2+ years of customer service, operations coordination, supply chain, logistics, or manufacturing support experience. Strong organizational and problem-solving skills. Ability to manage multiple priorities simultaneously. Excellent communication and follow-up abilities. ERP, QuickBase, or manufacturing software experience preferred. Strong Microsoft Office skills, especially Excel.

Pay:

From $55,000.00 per year

Benefits:

401(k) Dental insurance Flexible spending account Health insurance Life insurance Paid time off Retirement plan

Work Location:

In person