Order Processing & Client Services Coordinator

Expertec Dental Laboratory; Westland (MI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Dental & vision insurance

Paid time off

Job summary

Expertec Dental Laboratory in Michigan seeks an Order Processing & Client Services Coordinator to act as the primary liaison with dental office clients for case status, pricing, and shipping. You will process orders, verify paperwork, and enter data into the lab's ERP system, while managing outgoing shipments and client communications.

Responsibilities include pricing review, discrepancy resolution, and proactive updates on delays or issues.

Qualifications

• Associate degree or equivalent experience preferred.
• 2+ years in customer service, client relations, or order coordination (dental, medical, or logistics a plus).
• Proficiency with ERP, case management, or order management software.

Responsibilities

• Serve as primary contact for dental office clients via phone and email about case status, pricing, and shipping.
• Receive and process orders, verify paperwork and case details for accuracy.
• Enter and process complete order information into the lab's ERP system.
• Review pricing and invoices; resolve discrepancies with clients.
• Coordinate outgoing shipments and track packages.

Skills

Customer service

Attention to detail

Numerical/commercial sense

Phone & email communication

Education

Associate degree or equivalent experience

Tools

ERP / case management software

Job description

Position: Order Processing & Client Services Coordinator

Summary: The Order Processing & Client Services Coordinator is the primary point of contact between Expertec and its dental office clients for everything related to case status, pricing, and shipping. This role receives and processes incoming orders — whether submitted physically or digitally — verifies paperwork and pricing for accuracy, enters complete order information into the lab's ERP system, and manages outgoing shipments, all while fielding client calls and emails and keeping case records current. Strong attention to detail, comfort with numbers, and a professional, client-first communication style are essential.

Key Responsibilities

• Serve as a primary point of contact for dental office clients via phone and email, answering questions about case status, pricing, and shipping
• Receive and process incoming orders and cases — whether submitted physically (shipped or dropped-off cases) or digitally (digital scans and electronic case submissions) — verifying paperwork, prescriptions, and case details for accuracy
• Enter and process complete order information into the lab's ERP system for every case, regardless of intake method, ensuring accurate records from submission through completion
• Review case pricing and invoices for accuracy; research and resolve pricing questions or discrepancies with clients
• Coordinate outgoing shipments, including preparing pick up and drop off schedules, tracking packages, and confirming delivery
• Proactively communicate delays, missing information, or case issues to clients before they become problems
• Sort and route cases to the correct production departments
• Maintain accurate, up-to-date case status, shipping, and client communication records in the Lab Management System (LMS)
• Partner with production, accounting, client relations and sales teams to keep cases moving and clients informed
• Support light packaging and shipping tasks as needed to keep the department running smoothly
• Help train and mentor new team members on client communication, pricing, and LMS processes

Qualifications

• Associate degree or equivalent experience preferred
• 2+ years of experience in a customer service, client relations, or order coordination role (dental, medical, or logistics environment a plus)
• Proficiency with ERP, case management, or order management software
• Strong phone and email communication skills with a professional, client-first approach
• Comfortable working with numbers — pricing, invoicing, and basic billing reconciliation
• Excellent attention to detail and organizational skills
• Ability to multitask and prioritize in a fast-paced environment
• Reliable attendance and punctuality

Core Competencies

• Professional, client-focused communication on the phone and via email
• Accuracy and attention to detail in data entry, pricing, and documentation
• Confidence working with numbers — reading and verifying pricing, invoices, and billing
• ERP / case management software proficiency
• Time management and ability to juggle multiple cases and client requests
• Problem-solving and ability to resolve client concerns calmly and effectively
• Accountability and consistency in meeting deadlines and standards
• Occasional lifting (up to 40 pounds) and light physical activity related to shipment handling

Benefits

• Competitive salary (based on experience)
• Health insurance
• Dental & vision insurance
• Paid time off and holidays
• Opportunities for continuing education and professional development