Customer Support Coordinator

Ricochet Manufacturing Company; Philadelphia (Philadelphia County); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Competitive salary

Career Growth Opportunities

Job summary

Ricochet Manufacturing Company is seeking a Customer Support Coordinator to join our team. You will interface with customers to identify needs, process requests, elevate complaints, and ensure a smooth order journey through our production process.

This is not a call center; much of the work involves processing Excel‑based orders and email correspondence. Reporting to our Customer Support Manager, you will verify product specifications, maintain accurate order records, and collaborate with

Qualifications

• Associate’s degree or equivalent combination of experience, education, and training.
• 2+ years of experience in customer service with a technical product and detailed specifications.
• Proficiency in Microsoft Excel—comfortable moving data, formulas, and conditional formatting.

Responsibilities

• Process and manage incoming orders for protective clothing using Excel, Word, Inventory system, and cutting machine software.
• Review order specifications to ensure configurations meet customer requirements.
• Collaborate with purchasing, design, finance, and production to ensure smooth order fulfillment.
• Create production identifier documents; garment labels using specialized software and printers; prepare shipping labels and UPS tracking.
• Maintain accurate records of customer interactions and transactions.
• Communicate order status, changes, and timelines with customers via email.
• Routinely send dealer invoices and verify pricing and information.
• Address warranty issues and returns via RMA, with the ability to lift 20–30 lbs as needed.
• Follow, update, and maintain procedures; support periodic inventories.

Skills

Customer service

Written communication

Analytical skills

Independence

Time management

Education

Associate’s degree

Tools

Excel

Microsoft Outlook

Inventory system

Cutting machine software

Job description

Benefits

• Competitive salary
• Health insurance
• Paid time off

Benefits / Perks

• Competitive Compensation
• Paid Time Off
• Career Growth Opportunities

Job Summary

We’re looking for a Customer Support Coordinator to join our team and be an integral part of our customers’ journey. In this role, you will communicate with customers to identify their needs, process requests, elevate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure. This is not a call center position. While talking with customers is necessary, much of the work is processing detailed Excel‑base order forms and exchanging emails with customers.

Reporting directly to our Customer Support Manager, you will be responsible for reviewing all details on customer orders to smoothly transition them into our production process. This role entails engaging in daily conversations – whether face‑to‑face, over the phone or via email – with internal and external customers to verify product specifications and record all order details. Strong communication skills with attention to detail and the ability to work independently are essential. Candidates must be comfortable working both independently and as part of a team, with a proven ability to thrive in either setting.

Responsibilities

• Process and manage incoming orders with precision for protective clothing from customers using Excel, Word, Inventory system, and cutting machine software.
• Learn all product lines to review order specifications to ensure compliance with product configurations and customer requirements.
• Prepare orders for collaboration with purchasing, design, finance, and production to ensure smooth order fulfillment.
• Create production identifier documents; garment labels using specialized software and printer; and prepare shipping labels and order tracking through UPS.
• Maintain accurate records of customer interactions and transactions.
• Communicate with customers via email regarding order status, changes and timelines.
• Routinely send dealer invoices, verifying pricing and information.
• Address warranty issues and customer returns via return material authorization process with the ability to lift 20–30 lbs periodically to move garments.
• Follow, update, and maintain procedures when applicable.
• Support periodic physical inventories, counting components for protective clothing.
• Other duties as assigned.

Qualifications

• Associate’s degree; or equivalent combination of experience, education, and training.
• 2+ years of experience in customer service working with a technical product with detailed specifications, order processing and administrative support.
• Proficiency in Microsoft Excel – comfortable with moving data, formulas, and conditional formatting (test will be required).
• Strong written communication skills and analytical skills with attention to detail.
• Ability to work independently and manage multiple priority projects with strict deadlines.
• Experience working in Microsoft Outlook – managing a shared mailbox.