Customer Service Coordinator

Ambrell; City of Rochester (NY); On-site; USD 42,000 - 65,000; Full time

Job summary

Ambrell in Rochester, NY is seeking an order management specialist to support global PO processing, quotes, proposals, and order maintenance. You will assist customers by email and phone, coordinate with sales, service, and finance, and ensure accurate documentation and pricing.

Ideal candidates have an AAS or equivalent or 2 years of customer support experience, plus familiarity with MSD/Syspro and strong communication skills for cross-functional collaboration.

Qualifications

• 2 years of customer support experience or an AAS or equivalent.
• Experience handling quotes, POs, and order processing.
• Familiarity with pricing and documentation accuracy.

Responsibilities

• Quote preparation and PO review.
• Order creation and issue resolution.
• RMA creation and processing.
• Responding to customer inquiries via phone and email.
• Maintain MSD/ Syspro data and pricing documentation.
• Coordinate with Sales, Service, Applications Lab, Engineering, Operations and Finance.

Skills

Customer support

Proposal development

Quotation generation

Order management

Documentation

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 elevate 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.

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