Customer Service Coordinator

American Rheinmetall; Saint Marys Township (OH); On-site; USD 35,000 - 55,000; Full time

Job summary

American Rheinmetall is seeking a Customer Service Coordinator to ensure exceptional customer experience and efficient operations within the rubber products division. As the primary client contact, you will provide support, resolve inquiries, and coordinate orders for rubber products and Trackman tracks and wheels.

Responsibilities include managing the end-to-end order process, maintaining accurate CRM records, and collaborating with sales, manufacturing, and materials teams to meet demand and

Qualifications

• Strong analytical and problem-solving abilities
• Excellent organizational and time-management skills
• Superior oral and written communication skills
• Ability to work independently and in a team environment

Responsibilities

• Serve as primary liaison between clients and the company, handling inquiries and providing product information.
• Manage end-to-end order process including placement, tracking, and fulfillment with internal coordination.
• Develop knowledge of the rubber product line to offer informed guidance to clients.
• Resolve customer concerns while adhering to policies and procedures.
• Maintain CRM records and generate reports on feedback and trends.
• Collaborate with sales, manufacturing and materials teams to meet demand and resolve challenges.
• Identify and implement opportunities to improve customer service processes.

Skills

Analytical skills

Organizational skills

Communication skills

Independent work

Teamwork

Education

High School Diploma

Bachelor's degree in Business Administration or Marketing or relevant field

Tools

Microsoft Office

Google Workspace

Job description

Job Summary

As a Customer Service Coordinator, the candidate will play a pivotal role in ensuring exceptional customer experience and efficient operations within our rubber product division. They will serve as a primary point of contact for clients, providing support, resolving inquiries, and coordinating orders related to our range of rubber products and the Trackman brand of rubber tracks and wheels.

Essential Functions

• Serve as a primary liaison between clients and the company, handling inquiries, providing product information, and addressing concerns promptly and professionally.


• Manage the end-to-end order process, including order placement, tracking, and fulfillment, ensuring accuracy and timeliness while coordinating with various internal departments.


• Develop a comprehensive understanding of our commercial rubber product line to offer detailed information, guidance, and recommendations to clients based on their needs.


• Effectively resolve customer concerns, complaints, or issues, ensuring a high level of satisfaction while adhering to company policies and procedures.


• Maintain accurate records of customer interactions, transactions, and inquiries using our CRM system. Generate regular reports on customer feedback, trends, and issues for internal review.


• Work closely with sales, manufacturing, and materials teams to ensure seamless coordination in meeting customer demands and resolving challenges efficiently.


• Identify opportunities for process enhancements, propose and implement improvements to streamline customer service operations.

Supervisory Responsibilities

None

Minimum Qualifications

Specific knowledge that can be determined objectively; suggested vocabulary below

• Strong in Microsoft Office or Google Workspace.


• Strong analytical, organizational, and problem-solving skills.


• Ability to work independently and as part of a collaborative team.


• Exceptional oral and written communication skills

Education & Experience

• High School Diploma

Background Prerequisites

Must undergo and meet company standards for background check, employment verification, reference checks, physical, and controlled substance testing.

Preferred Qualifications

• A bachelors degree in business administration, marketing, or a relevant field is preferred.


• 2+ years of customer service experience

Working Conditions and Physical Demands

With or without reasonable accommodation requires the physical and mental capacity to perform effectively all essential functions. In addition to other demands, the demands of the job include:

• Physical requirements: Occasionally: Required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee may occasionally lift up to 50 pounds. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions


• Follow safety procedures, security protocol, and wear proper PPE.

Equal Employment Opportunity Statement

American Rheinmetall provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy), gender identity, national origin, age, disability, or marital status, in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. By signing below, I acknowledge that I have received and reviewed the job description for my position. I understand the duties, responsibilities, and expectations of this role and agree to perform them to the best of my ability. I understand that this job description is not a contract and may be amended as necessary.