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Back To Current Job Listings: Customer Service Coordinator
Customer Service Coordinator
[Dec 03, 2018]

TITLE:                                   Customer Service Coordinator


REPORTS TO:                      AVP Sales and Marketing


Berlin, CT Office         


TRAVEL:                               0 - 5%




Customer Service Coordinator coordinates the processing of a high volume of daily customer orders with accuracy and efficiency.  This position will, with the aid of IT support as well as our outside EDI consultant, setup, troubleshoot and maintain all EDI (Electronic Customer Ordering System) related functions.  This position coordinates and maintains all investigations and record keeping for customer order shipping discrepancies.  This position will work with Operations and the 3rd Party Logistics (3PL) provider to ensure inventory quantities accurately match our system.  This position will maintain all customer master data and licenses in our systems and 3PL.  This position handles customer service inquiries, product complaints and provides order processing support to the Sales Team. 




Order Processing

·         Review and process all customer orders to ensure accuracy and timely deliveries.

·         Maintain the CII and suspicious order processing within the company’s SOP’s.

·         Communicate order discrepancies with company’s Sales, customers and the 3PL for timely order fulfillment.

·         Coordinate the communication of additional sales opportunities for short-dated and partial inventory quantities.

·         Provide weekly backorder reports and effectively manage shipments to customers to eliminate late delivery charges.


Order Invoicing Maintenance

·         Process customer sales order invoices on a daily basis.

·         Process “End of Day” for customer sales total updates in the company’s system and send notifications to Senior Management on a daily basis.

·         Troubleshoot invoicing discrepancies with IT Support.


EDI (Electronic Order Processing) System Maintenance

·         Maintain the daily EDI functions and transmissions.

·         Setup, test and communicate with customer’s EDI Departments.

·         Troubleshoot and rectify EDI failed transmissions.

·         Cross train other Users for backup, assist the company’s EDI Consultant, assist with customer specific setup for new products.


Order Shipping Discrepancy/Inventory Maintenance

·         Maintain the Customer Service Incident Log and coordinate the complete investigation process with the company’s customers and 3PL for all order shipping discrepancies.

·         Issue credits for valid claims.

·         Provide support to the AR Team for deductions related to order shipping discrepancies.

·         Support Operations to review and reconcile inventory shipping discrepancies in the company’s system with the 3PL.

·         Support Operations with daily/weekly inventory updates from the Customer Service Incident Log.


Customer Service Administration

·         Assist with requests for order status details, product specific inquiries and product complaints.

·         Maintain direct customer master data via address book in JDE / iContracts systems.

·         Maintain monthly customer license information for DEA and State in JDE system.

·         Assist Sales Team with customer backorder notifications on a weekly basis.

·         Assist with overseeing the completion of all daily customer service specific responsibilities.

·         Provide backup support to the receptionist and other customer service representatives.





  • High School diploma or higher education preferred.


  • Specific user knowledge of JD Edwards Enterprise System, Gentran (EDI System), SQL, Microsoft Excel, Word and Outlook required.  Must have the ability to independently work and effectively communicate.


  • 3 + years’ experience in operational and customer service coordinating via a computerized software system necessary.  Experience in the Pharmaceutical Industry beneficial. 



  • Excellent interpersonal and collaborative skills, the ability to work independently and effectively in a highly dynamic environment.
  • Effective oral and written communication skills.
  • Highly adaptive and flexible to accepting new ideas, people and procedures.
  • Must demonstrate effective listening, sound judgment, be well organized, take initiative, be flexible, and work well under pressure. 
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