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Job Description
As posted by the hiring company
Job Overview:
Job Description:
The Production Support Coordinator role is responsible for managing customer parts orders through the entire process – order entry through delivery. Communicates directly with customers and coordinates with other internal departments (Production, Supply Chain, Shipping, etc.) to meet service expectations. Works under minimal supervision.
Essential Functions of the role:
- Manages day-to-day order management for assigned customers
- Enter and maintain customer orders via ERP/EDI/email with attention to delivery timelines
- Communicates with production, supply chain and shipping departments to provide proactive updates on order delays or changes
- Responds to customer inquiries related to pricing, availability and order status
- Monitors and follow-up on backorders and expedite requests
- Processes returns (RMA’s), shipping discrepancies and documentation requests
- Completes customer-facing forms such as compliance, vendor questionnaires and shipping certificates
- Assists with new Customer Service Representatives on-boarding process and answers new hire questions
- Assists Customer Service Representative III when needed
- Reliable to work scheduled days and hours
Skills & Knowledge Required:
- Solid working knowledge of ERP and/or EDI systems
- Strong Microsoft Office skills, including Excel, PowerPoint, Outlook and Word
- Excellent customer support skills – outstanding verbal and written communication and strong business etiquette skills for telephone and personal contact
- Ability to multi-task, prioritize and manage time effectively with minimal oversight
- Strong attention to detail
- Strong organizational and customer relationship skills
- Ability to follow instructions and meet deadlines
Skills & Knowledge Preferred:
- Experience with major customer portals (e.g., Ariba) for order entry, tracking, and documentation exchange
- Skilled in monitoring portal activity to track status updates, delivery schedules, or customer messages
- Familiarity with customer scorecards or performance metrics accessed through portals
- High school diploma or GED equivalent
- Minimum of three years’ experience in a customer facing role
- Prior experience working with an ERP system (i.e., SAP)
- Experience working with customer portals
Education & Experience Preferred:
- Associate’s or Bachelor’s degree
- Experience working with SAP
- Experience in a similar type role in a manufacturing environment
Physical Demands/ Equipment Used to Perform the Job:
- Ability to wear required PPE in various areas of the facility (i.e., safety glasses, ear plugs)
- Office environment which requires periods of prolonged sitting, typing on a computer keyboard, viewing a computer monitor and use of telephone
- Ability to climb stairs to access 2nd floor conference room with no elevator
