Customer Experience Coordinator

Overview:

We are seeking a dedicated and detail-oriented Customer Experience Coordinator to join our team in Pendergrass, GA. This role focuses on developing and strengthening customer relationships, enhancing customer value, and managing the order process from entry to invoicing. The successful candidate will have proven experience in providing exceptional customer experience, handling urgent requests, registering customer complaints, and actively coordinating with our manufacturing, logistics, quality, and sales teams.

• Customer Relationship Management

  • Build and maintain positive relationships with customers to establish yourself as their single point of contact for all order-related issues.

  • Provide proactive communication with customers on order status and issues.

  • Ensure customer contact details, shipping preferences, and freight terms are up to date.

  • Capture customer feedback related to critical recurring Solmax issues (order accuracy, shipping, quality, etc.)

  • Provide feedback to customers related to their ongoing purchase order issues (missing information, wrong pricing, invalid addresses, etc.)

• Order Management

  • Manage orders from end-to-end for primary and other assigned sales regions or key accounts.

  • Ensure purchase orders are entered correctly and processed timely, maintaining ownership from order entry to invoicing.

  • Educate customers on Solmax business practices, policies, and order requirements and confirm accurate order entry before releasing.

• Shipping & Logistics

  • Handle order releases, shipment coordination, and follow-up with customers on order shipping and delivery status.

  • Prepare and send necessary documents to customers, including quality certificates, roll data, and export paperwork as required by customer profiles.

  • Coordinate with Logistics in providing freight quotes and work to convert current collect customers over to Solmax prepaid and add managed freight.

• Sales Support & Communication

  • Respond to customer questions about shipping, inventory, and other inquiries.

  • Assist Sales with customer requests for samples, certifications, or data.

  • Handle phone calls and customer management across all regions, markets, and products.

  • Participate in monthly rotations as a main backup for other Customer Experience Coordinators.

• Complaint Resolution

  • Address any issues that arise post-shipment, including handling complaints, credits, debits, and RGA processes.

  • Keep customers informed of credit or complaint status updates.

• Data Maintenance

  • Maintain customer and shipping master data, updating contact information, pricing, and product matrices.

  • Request new SKUs or reactivations as needed.

  • Inactivate “Ship To” addresses with over one year of inactivity.

Qualifications:

• Education:

  • College diploma in international trade / logistics / business or High School diploma with a combination of relevant experience

• Work Experience:

  • 5-7 years in Customer Service or Logistics/Sales Support ideally in a manufacturing or distribution environment

• Technical Skills:

  • Computer skills (Microsoft - Word, Excel, Outlook, Teams)

  • Working knowledge of AS400 (Primary), SAP (Secondary), and Microsoft D365 (Tertiary) or other Order Management Systems

  • Experience with document management systems (M-Files preferred) that maintain all relevant order documents (Purchase Orders, Sales Orders, Packing List, Product Certifications, Bill of Ladings, Export Documents, etc.)

  • Experience with QMS (Quality Management Systems) for logging customer complaints and entering RGA/credit requests.

• Soft Skills:

  • Strong interpersonal and communication skills

  • True team player who takes responsibility for actions and learns from mistakes

  • Good priority management and organizational skills

  • Strong attention to detail to ensure 100% order entry accuracy

  • Ability to work under pressure and handle difficult customer situations

  • Good sense of judgment and initiative

  • Strong sense of autonomy and willingness to take on responsibilities

  • Working knowledge of Spanish (not required but helpful)