Customer Account Coordinator - Ballston Spa, NY

HEICO
$25 -$28
United States, New York, Ballston Spa
3 McCrea Hill Road (Show on map)
Aug 19, 2025
Customer Account Coordinator #25-920 Ballston Spa, New York, United States Full-Time / Part-Time Full-Time Career Level Entry Level Job Description Specialty Silicone Products, Inc. Customer Account Coordinator Monday - Friday 8:30 am to 4:30 pm Hourly Wage Range: $25 -$28 Position Summary The Customer Account Coordinator (CAC) plays a critical role at the intersection of customer service, sales support, and cross-functional communication. This individual is the primary internal liaison between customers and departments including Production, R&D, Sales, and New Product Development. The CAC ensures seamless coordination and communication throughout the order lifecycle-from order entry to fulfillment-while acting as a proactive customer advocate. The ideal candidate will excel in customer communications, demonstrate strong attention to detail, be comfortable juggling priorities in a fast-paced environment, and contribute to both customer satisfaction and business growth. Core Responsibilities Accurately enter and confirm customer orders received via email, phone, and portal-same day whenever possible. Serve as a central point of contact for customers, providing timely updates, tracking information, and resolution of inquiries or issues. Monitor and respond to emails and voicemails throughout the day; ensure all messages are acknowledged within 24 hours. Coordinate internally with production, quality, shipping, and R&D teams to ensure accurate and timely order fulfillment. Communicate changes or production delays proactively to customers and collaborate on solutions. Support the sales team by managing customer-required documentation, coordinating sample requests, and ensuring timely response to client needs. Review customer buying patterns and work with sales team to foster customer relationship; support customer retention and growth initiatives. Set up and maintain customer accounts, including credit reference checks, CRM updates, and data integrity in ERP systems. Process domestic and international shipping documentation accurately and in compliance with regulatory requirements. Answer incoming calls and direct inquiries professionally and efficiently to the appropriate team member. Build and maintain strong working relationships with purchasing contacts and key decision-makers. Actively contribute to a culture of continuous improvement by suggesting process or communication enhancements. KEY PERFORMANCE INDICATORS (kpis) Consistent order entry accuracy of 99%+ 24-hour response time for all customer inquiries 95%+ positive customer satisfaction rating in annual survey Active CRM and ERP documentation maintenance Timely communication of order status and issue resolution Demonstrated cross-functional collaboration and internal team support ReQUIRED SKILLS & QUAILIFICATIONS Associate degree (or equivalent experience); Bachelor's degree preferred Minimum 2 years' experience in customer service, sales support, or order management Proficient with Microsoft Office (Outlook, Excel, Word); ERP and CRM system experience strongly preferred (SAGE100, Salesforce, etc.) Exceptional written and verbal communication skills Strong attention to detail and organizational skills Ability to manage multiple priorities and meet deadlines in a fast-paced environment Conflict resolution and problem-solving capabilities Professional demeanor, positive attitude, and strong customer service orientation SSP Beliefs and values At SSP, our core beliefs and values foster a family environment. Our Core Principles: We are comfortable being uncomfortable We give each other grace Every day is an opportunity to make a difference Never settle for good enough No politics With these principles in mind we live out our mission: Silicones that work delivered with speed, flexibility and service WORK ENVIRONMENT Occasional after-hours email monitoring for international customer correspondence Standard office hours with flexibility during high-volume periods Hours are 8-4:30 which includes 30-minute paid lunch and 2.5 hours minimum overtime/week Requirements Specialty Silicone Products, Inc. Customer Account Coordinator Monday - Friday 8:30 am to 4:30 pm Hourly Wage Range: $25 -$28 Position Summary The Customer Account Coordinator (CAC) plays a critical role at the intersection of customer service, sales support, and cross-functional communication. This individual is the primary internal liaison between customers and departments including Production, R&D, Sales, and New Product Development. The CAC ensures seamless coordination and communication throughout the order lifecycle-from order entry to fulfillment-while acting as a proactive customer advocate. The ideal candidate will excel in customer communications, demonstrate strong attention to detail, be comfortable juggling priorities in a fast-paced environment, and contribute to both customer satisfaction and business growth. Core Responsibilities Accurately enter and confirm customer orders received via email, phone, and portal-same day whenever possible. Serve as a central point of contact for customers, providing timely updates, tracking information, and resolution of inquiries or issues. Monitor and respond to emails and voicemails throughout the day; ensure all messages are acknowledged within 24 hours. Coordinate internally with production, quality, shipping, and R&D teams to ensure accurate and timely order fulfillment. Communicate changes or production delays proactively to customers and collaborate on solutions. Support the sales team by managing customer-required documentation, coordinating sample requests, and ensuring timely response to client needs. Review customer buying patterns and work with sales team to foster customer relationship; support customer retention and growth initiatives. Set up and maintain customer accounts, including credit reference checks, CRM updates, and data integrity in ERP systems. Process domestic and international shipping documentation accurately and in compliance with regulatory requirements. Answer incoming calls and direct inquiries professionally and efficiently to the appropriate team member. Build and maintain strong working relationships with purchasing contacts and key decision-makers. Actively contribute to a culture of continuous improvement by suggesting process or communication enhancements. KEY PERFORMANCE INDICATORS (kpis) Consistent order entry accuracy of 99%+ 24-hour response time for all customer inquiries 95%+ positive customer satisfaction rating in annual survey Active CRM and ERP documentation maintenance Timely communication of order status and issue resolution Demonstrated cross-functional collaboration and internal team support ReQUIRED SKILLS & QUAILIFICATIONS Associate degree (or equivalent experience); Bachelor's degree preferred Minimum 2 years' experience in customer service, sales support, or order management Proficient with Microsoft Office (Outlook, Excel, Word); ERP and CRM system experience strongly preferred (SAGE100, Salesforce, etc.) Exceptional written and verbal communication skills Strong attention to detail and organizational skills Ability to manage multiple priorities and meet deadlines in a fast-paced environment Conflict resolution and problem-solving capabilities Professional demeanor, positive attitude, and strong customer service orientation SSP Beliefs and values At SSP, our core beliefs and values foster a family environment. Our Core Principles: We are comfortable being uncomfortable We give each other grace Every day is an opportunity to make a difference Never settle for good enough No politics With these principles in mind we live out our mission: Silicones that work delivered with speed, flexibility and service WORK ENVIRONMENT Occasional after-hours email monitoring for international customer correspondence Standard office hours with flexibility during high-volume periods Hours are 8-4:30 which includes 30-minute paid lunch and 2.5 hours minimum overtime/week Job Details Pay Range Pay Range The estimated pay range for this job. Disclosing pay information promotes competitive and equitable pay. The actual pay rate will depend on the person's qualifications and experience. $25.00 - $28.00 / hour Pay Transparency In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.