Customer Service Coordinator

Ambrell Induction Heating Solutions; City of Rochester (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

Ambrell Induction Heating Solutions in Rochester, NY, seeks an Order Management support specialist to handle PO processing, quotes, and proposal generation globally. You will liaise with customers, service teams, and sales to manage orders, track status, and ensure compliant documentation.

The role requires AAS or equivalent experience or 2 years in customer support, strong communication, and detail-oriented work. On-site position with collaboration across departments and training as needed.

Qualifications

• AAS or equivalent experience, or 2 years in customer support.
• Experience with MSD opportunities and cases and Syspro sales orders.
• Strong communication and problem-solving skills.

Responsibilities

• Prepare quotes and proposals (New/Repeat) and support purchase order processing.
• Review POs and create orders; monitor order status and documentation.
• Resolve PO issues and ensure required documentation is secured.
• Create and process Return Material Authorization (RMA).
• Respond to customer inquiries via phone and email.
• Process change orders and maintain order records.
• Provide phone coverage as part of team duties.

Skills

Customer support

Communication

Phone support

Problem solving

Education

AAS or equivalent

Tools

MSD

Syspro

Job description

Description

• Support Purchase Order Processing, New/Repeat Quote & Proposal Generation and Order Maintenance globally.
• Support incoming Customer requests via email and phone
• Support Customers, Service Team, Regional Sales Managers, Distributors, and Technical Sales with Proposal / Quotation Development, Order status, Opportunity and Case creation, and Export Compliance.
• Troubleshoot order issues.
• Expedite order/quote while being detailed and quality oriented.
• Review new Orders with appropriate parties as part of the global purchase order review process
• Shared responsibility for documentation and reporting accuracy for Order Management metrics
• Responsible to follow all documented process procedures related to Pricing and MSD / Syspro maintenance
• Responsible to ensure all Proposed and Quoted products are standard product, utilizing Master Price via MSD; work with Finance for non MPL items to determine pricing.
• Responsible to escape non-standard request to the Applications Lab
• Participate in internal meetings to give status updates
• Operates cross functionally with Sales, Service, Applications Lab, Engineering, Operations and Finance.
• Acts as contact person and liaison on behalf of customer, partners with multiple teams.
• Support team members with other duties such as quotes, purchase orders, Customer End Use Certificate and acknowledgements.
• Assist with training of new Team Members, as needed.

• Support Purchase Order Processing, New/Repeat Quote & Proposal Generation and Order Maintenance globally.
• Support incoming Customer requests via email and phone
• Support Customers, Service Team, Regional Sales Managers, Distributors, and Technical Sales with Proposal / Quotation Development, Order status, Opportunity and Case creation, and Export Compliance.
• Troubleshoot order issues.
• Expedite order/quote while being detailed and quality oriented.
• Review new Orders with appropriate parties as part of the global purchase order review process
• Shared responsibility for documentation and reporting accuracy for Order Management metrics
• Responsible to follow all documented process procedures related to Pricing and MSD / Syspro maintenance
• Responsible to ensure all Proposed and Quoted products are standard product, utilizing Master Price via MSD; work with Finance for non MPL items to determine pricing.
• Responsible to escape non-standard request to the Applications Lab
• Participate in internal meetings to give status updates
• Operates cross functionally with Sales, Service, Applications Lab, Engineering, Operations and Finance.
• Acts as contact person and liaison on behalf of customer, partners with multiple teams.
• Support team members with other duties such as quotes, purchase orders, Customer End Use Certificate and acknowledgements.
• Assist with training of new Team Members, as needed.

There is no relocation package with this position. NO THIRD PARTY RECRUITERS.

Requirements

AAS or equivalent experience or 2 years Customer Support experience

Responsibilities include MSD Opportunities and Cases and Syspro Sales Orders:

• Quote preparation
• Purchase Order review and Order creation
• Resolve issues with PO’s and secure required documentation.
• Return Material Authorization (RMA) creation & processing
• Responding to Customer Inquiries
• Process Change Orders
• Phone Coverage