Customer Service Coordinator

POSITION TITLE

Customer Service Coordinator

POSITION OVERVIEW

The Customer Service Coordinator is responsible for delivering a best-in-class customer experience from order entry through delivery and invoicing. This role serves as a primary point of contact for day-to-day customer needs, coordinates cross-functionally to resolve issues, and helps ensure accurate, timely processing of orders. A critical component of the role is establishing and maintaining positive business relationships, both internally and externally.

The position reports directly to the Customer Service Manager. This position is a part of our Hybrid Work from Home Policy.

KEY RESPONSIBILITIES

• Serve as the primary contact for day-to-day customer needs, including order entry, order updates, and delivery information.

• Respond to customer calls and emails promptly, professionally, and accurately, escalating when needed.

• Build and maintain strong customer relationships and partner with account management/sales to support customer retention and growth.

• Coordinate across Supply Chain, Manufacturing, Logistics, Quality, and other functions to advocate for the customer and resolve issues.

• Maintain accurate customer, order, and pricing information; verify data integrity and required documentation.

• Support complaint intake and resolution as a first-level contact; communicate status proactively and ensure timely follow-through.

• Plan and prioritize workload to meet service expectations and align with business, supply chain, and manufacturing requirements.

• Maintain working knowledge of Milliken systems, products, brands, and processes; contribute to continuous improvement of customer service practices.

QUALIFICATIONS - REQUIRED

• Experience with customer service, order processing, or similar functions infast-paced, high-volume settings.

• Proficiency with common business software (e.g., Microsoft Office) and ability to learn new tools quickly.

• Strong organization, attention to detail, and communication skills (written and verbal).

• Demonstrated problem-solving skills and customer-focused mindset; ability to manage multiple priorities and deadlines.

• Experience navigating customer portals and/or internal order management systems.

QUALIFICATIONS - PREFERRED

• Experience with ERP systems (e.g., SAP) and/or CRM tools.

The successful candidate will have strengths in the following:

• Initiative, ownership, and follow-through

• Ability to thrive in a fast-paced, team-based environment

• Adaptability and resilience in changing priorities

• Critical thinking and continuous improvement mindset