Customer Service Coordinator

Castolin Eutectic is the world leader in wear prevention and control. Our product range covers all processes for welding, brazing and thermal spraying of metals.

JOB DESCRIPTION :

Reporting to the Plant Manager, the incumbent is responsible for receiving and processing customer orders through to dispatch, and for all communications with our affiliates.

The Customer Service Coordinator performs the following duties:

• Establishes and maintains excellent relations with assigned customers
• Fulfill customer requests within available resources
• Receives customer orders, verifies information and confirms to customers
• Manages order files with all necessary back-up
• Follows up orders in consultation with the production department
• Schedules shipments according to availability
• Prepares shipping documents
• Prepares customs documents as required
• Assigns carriers
• Maintains ongoing communication with customers on order status
• Responds to customer inquiries
• Verifies and approves freight, customs and brokerage invoices
• Coordinates with Production and Quality Control to prioritize emergencies
• Makes suggestions and participates in improving the Quality Management System
• Coordinates the collection of customer complaints
• Maintains a list of outstanding orders and validates this list with production on a regular basis
• Ensures team support for continuous improvement of services offered
• Recommends training to staff
• Communicates information on shipping and receiving errors
• Produces a monthly report on shipping KPI's
• Ensures application of company operating policies