Customer Service Coordinator

Temp-to-Hire
Position Title: Customer Service Coordinator
Reports To: Customer Service Manager
FLSA Status: Non-Exempt
Priority Filing Date: Open Until Filled

Position Overview
Fire and Gas Detection Technologies, Inc. is seeking a highly organized and experienced
Customer Service Coordinator to join our newly developing Customer Service Department.
This position is responsible for ensuring high-quality customer interactions, managing fullcycle
order processing, and supporting cross-functional teams in a fast-paced,
manufacturing-focused environment. The ideal candidate will bring 5+ years of experience
in customer service, possess strong analytical and communication skills, and demonstrate
adaptability and initiative as the department establishes its foundational processes and
policies.

Essential Duties and Responsibilities

• Coordinate and manage full-cycle sales order processing using ERP systems such as Sage X3, Acumatica, or NetSuite.
• Respond to customer inquiries via phone, email, and ticketing platforms with professionalism, clarity, and empathy.
• Review purchase orders and contracts for accuracy and ensure alignment with internal standards and terms.
• Track and follow up on order status, delivery schedules, and backorders to ensure timely fulfillment.
• Use critical thinking and analytical skills to troubleshoot issues, resolve problems, and escalate when necessary.
• Collaborate with Sales, Shipping, Production, and Product Support teams to support the customer experience.
• Utilize ticketing systems (e.g., Zendesk, Salesforce, Freshdesk) to log, prioritize, and resolve customer RMA requests.
• Maintain accurate records of customer interactions, orders, and issue resolutions.
• Assist in developing internal documentation, knowledge bases, and contribute to ongoing process improvement.
• Prepare and analyze reports using advanced Excel functions (e.g., pivot tables, VLOOKUP, data validation).
• Participate in the development of standard operating procedures and departmental best practices.
• Provide cross-departmental support to resolve fulfillment, documentation, or delivery challenges.
• Assist with trade show and event logistics coordination as needed.
• Other duties as assigned.

Minimum Qualifications/Experience Required

• 5+ years of customer service, order coordination, or sales operations experience.
• Direct experience in a B2B (Business-to-Business) customer service environment is required.
• Proficient in ERP systems, ticketing platforms, and Microsoft Excel.
• Strong verbal and written communication skills in English.
• Experience working in a manufacturing or ISO 9001-certified environment preferred.
• Demonstrated analytical thinking and organizational skills.
• Ability to manage multiple tasks and deadlines in a dynamic environment.
• Familiarity with customer service principles and order processing workflows.
• Skilled in handling customer concerns with professionalism, empathy, and urgency.
• Strong interpersonal and negotiation skills.
• Adaptability and a proactive mindset in evolving or undefined process environments.
• Experience supporting or coordinating trade show or industry events is a plus.

Knowledge, Skills, and Abilities

• In-depth understanding of the customer order lifecycle and ERP navigation.
• Ability to analyze data and trends to identify improvement opportunities.
• Familiarity with inventory, shipping, and production coordination.
• Advanced proficiency in Excel and other Microsoft Office tools.
• Strong interpersonal and cross-functional collaboration skills.
• Ability to remain calm and solution-focused under pressure.
• Commitment to accuracy and consistency in data and communication.
• Culturally sensitive and able to support a global customer base.

Working Conditions
This position operates primarily in an office setting within a manufacturing facility. The
workspace is climate-controlled, but occasional visits to the warehouse or production floor
may be necessary, requiring awareness of safety protocols. This role requires frequent use
of computers, telephones, and standard office equipment. Typical physical demands
include:

• Prolonged periods sitting at a desk and working on a computer.
• Occasional walking within the facility.
• Occasional lifting of files boxes or office supplies (up to 15 lbs).
• May involve repetitive hand and wrist movements for typing/data entry.

Additional Requirements

• Regular schedule is Monday–Friday, 8:00 AM – 4:30 PM.
• Employment will be contingent on satisfactory employment history, criminal background investigation, and drug screening.

Equal Opportunity Employer Statement
Fire and Gas Detection Technologies, Inc. is an Equal Opportunity Employer. We comply with all federal, state, and local laws prohibiting discrimination in employment.