Customer Engagement Coordinator

Coperion Food Equipment LLC; Ohio; On-site; USD 42,000 - 64,000; Full time

Job summary

Coperion is seeking a Customer Engagement Coordinator to improve customer satisfaction by managing inquiries, coordinating with sales and internal teams, and ensuring accurate order entry in the OMS. This role requires clear communication and precise processing of post-order activities to meet customer expectations.

The coordinator will serve as the primary contact for customers, track orders, handle changes and RMAs, and support initiatives to strengthen customer loyalty and service delivery

Responsibilities

• Review purchase orders for accuracy, handle discrepancies, and enter orders precisely.
• Provide customer service and manage post-order activities, including order acknowledgements, expediting, operations coordination, tracking, and documentation.
• Ensure all post-order questions, emergency orders, and customer issues are resolved promptly to ensure customer satisfaction.
• Serve as the main point of contact for post-order communication, collaborating closely with Aftermarket Sales Representatives, Outside Sales Representatives, and internal departments.
• Provide customers with order status updates and change order notifications related to ship dates.
• Create and process change orders, Return Material Authorizations (RMAs), and credit memos as needed.

Job description

The Customer Engagement Coordinator is responsible for enhancing customer satisfaction and loyalty by managing customer interactions, resolving inquiries, and ensuring a positive experience. This role includes the accurate and timely entry of customer orders into the company's order management system. It involves close communication with customers and coordination with sales teams and various departments to ensure efficient order processing that meets customer expectations. The role also includes addressing customer needs, managing communication channels, and maintaining accurate records of customer interactions.

Main Tasks

• Review purchase orders for accuracy, handle discrepancies, and enter orders precisely.
• Provide customer service and manage post-order activities, including order acknowledgements, expediting, operations coordination, tracking, and documentation.
• Ensure all post-order questions, emergency orders, and customer issues are resolved promptly to ensure customer satisfaction.
• Serve as the main point of contact for post-order communication, collaborating closely with Aftermarket Sales Representatives, Outside Sales Representatives, and internal departments.
• Provide customers with order status updates and change order notifications related to ship dates.
• Create and process change orders, Return Material Authorizations (RMAs), and credit memos as needed.

Responsibility

• Build and maintain strong customer relationships.
• Act as the primary point of contact for customer inquiries and concerns.
• Coordinate and manage communication between customers and internal teams.
• Resolve customer issues promptly and elevate when necessary.
• Track and analyse customer feedback to support continuous improvement initiatives.
• Maintain up-to-date knowledge of products and services to assist customers effectively.
• Support the development and implementation of customer engagement strategies.

Who we are

Coperion (www.coperion.com) is a global industry and technology leader in process technology serving a variety of end markets, including plastics, plastics recycling, food, pet food, pharmaceuticals, cosmetics, chemical, battery, and mineral industries. Every day, our teams of experts create individual, high-quality process technologies and systems optimized for the best end products, highest efficiency, and sustainability. Coperion is a business unit of Hillenbrand. Hillenbrand (www.hillenbrand.com) is a global industrial company that provides highly engineered, mission-critical processing equipment and solutions to customers in over 100 countries around the world. Our portfolio is composed of leading industrial brands that serve large, attractive end markets, including durable plastics, food, and recycling. Guided by our Purpose — Shape What Matters For Tomorrow™ — we pursue excellence, collaboration, and innovation to consistently shape solutions that best serve our associates, customers, communities, and other stakeholders.

EEO

EEO: The policy of Hillenbrand Inc. is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status.

Additionally, Hillenbrand Inc. and our operating companies are committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities.

If you need a reasonable accommodation to assist with your job search or application for employment, email us at [e-mail] . In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

At Hillenbrand, everyone is welcome to apply and "Shape What Matters for Tomorrow".

Additional Information

To learn more, visit: www.Hillenbrand.com.