Customer Service & Order Coordinator I

Wilsonart; Cincinnati (OH); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, and life insurance

Company-paid short- and long-term(dis)

FSAs and dependent care options

Vision and legal benefits

Gym discounts and wellness clinics

Tuition reimbursement—for you and your

Tuition reimbursement—for you and your

Job summary

Wilsonart in Cincinnati, OH seeks an Office Assistant I/Customer Service Representative to join a small CSR team. You will manage assigned customer accounts from order entry to delivery, resolving order-related issues and coordinating with internal teams to ensure accurate processing and on-time delivery.

The role requires excellent communication, multitasking, and the ability to handle high volumes while maintaining accuracy.

Qualifications

• Strong verbal and written communication skills with the ability to build positive customer relationships and respond professionally to inquiries and concerns via e-mail.
• Ability to manage multiple customer accounts, competing priorities, deadlines, and a high volume of requests while maintaining timely and accurate work.
• Ability to research issues, identify solutions, coordinate with internal teams, and take ownership of customer requests through resolution.
• Ability to learn and effectively use computer systems, including WSM, EDI, Smartsheet, Microsoft Office, and other business applications while maintaining accurate records.
• Order Management & Accuracy: Knowledge of order entry, EDI, ERP/WSM systems, and related processes, with strong attention to detail and accuracy.
• Ability to work independently and collaboratively, communicate workload concerns when assistance is needed, and consistently follow through on assigned responsibilities and customer commitments.

Responsibilities

• Serve as the primary point of contact for assigned customers, maintaining strong relationships and ensuring customer needs and requests are addressed promptly and are followed through to resolution.
• Enter and review customer orders for accuracy and resolve discrepancies as needed.
• Handle customer communications by phone and email regarding order status, back orders, reorders, delivery issues, late shipments, and other account-related questions.
• Work closely with plant manufacturing liaisons and other internal departments to obtain order status, communicate production or delivery updates, and coordinate expedited orders when necessary.
• Monitor open orders and customer requests, prioritize workload effectively, communicate proactively when assistance is needed, and ensure assigned work is completed accurately and within expected timeframes.
• Perform CSR and other administrative duties as assigned in accordance with established work methods.

Skills

Strong communication

Customer service

Multitasking

Problem solving

Education

High School Diploma or GED

Tools

WSM

EDI

Smartsheet

Microsoft Office

Job description

Wilsonart in Cincinnati, OH seeks an Office Assistant I/Customer Service Representative to join a small CSR team. You will manage assigned customer accounts from order entry to delivery, resolving order-related issues and coordinating with internal teams to ensure accurate processing and on-time delivery.

The role requires excellent communication, multitasking, and the ability to handle high volumes while maintaining accuracy.