Logistics Coordinator/Customer Service Repres in Mooresville, North Carolina at SHD Composite Materials Inc

SHD Composites is at the leading edge of advanced composites technology and manufactures a wide range of high-performance composite materials. As the Company continues to grow, providing outstanding customer service while ensuring accurate and timely delivery of our products is critical to our success.

The Customer Service & Logistics Coordinator provides comprehensive support across customer service, order management, shipping, and logistics. This position serves as an important link between customers and SHD's Sales, Production, Planning, Logistics, Quality, and Finance teams.

The role is responsible for ensuring customer orders are processed accurately and promptly, delivery requirements are clearly communicated, shipments are properly planned and coordinated, and customers receive timely updates throughout the order and delivery process.

Customer Service & Order Management

• Process incoming customer purchase orders and raise sales orders in the Company's ERP system, generally within 24 hours of receipt when all required information is available.
• Review purchase orders for accuracy and promptly resolve discrepancies or missing information with customers.
• Communicate with customers regarding order status, product availability, lead times, pricing, delivery dates, short shipments, and other order-related matters.
• Process customer purchase order revisions and communicate changes promptly to Production, Planning, Logistics, and other affected departments.
• Respond to customer inquiries promptly and professionally, with a goal of responding within 24 hours.
• Support customer accounts throughout the order-to-delivery process.
• Coordinate with the Sales team, customers, Production, and Planning to ensure customer requirements are clearly understood and achievable.
• Provide customers with timely updates regarding delays, shipping issues, or other circumstances affecting their orders.
• Assist with new customer onboarding documentation and Annual Customer Undertaking (ACU) requirements.
• Maintain accurate customer, order, quote, and delivery information within Company systems.
• Assist with customer complaints and immediately escalate significant concerns to appropriate management.

Shipping & Logistics

• Perform logistics-related contract review upon receipt of customer orders.
• Proactively plan shipments to ensure customer delivery expectations are met or exceeded.
• Coordinate freight providers, trucks, couriers, and other transportation requirements.
• Obtain freight quotes and evaluate transportation options based on service, timing, reliability, and cost.
• Monitor shipments and proactively communicate delays, exceptions, or delivery issues.
• Maintain an accurate and current dispatch manifest for U.S. locations.
• Prepare pick sheets, shipping labels, delivery notes, Certificates of Conformance (COCs), and other required shipment documentation.
• Ensure shipping and dispatch documentation complies with AS9100 requirements and customer-specific requirements.
• Calculate shipment weights and coordinate required packaging materials, including dry ice and nitrogen, in advance of shipment.
• Coordinate inventory allocation to support customer requirements.
• Ensure customers receive delivery documentation promptly following shipment, preferably the same day and no later than 24 hours after shipment.
• Maintain shipping information so invoicing can be completed promptly following shipment.
• Work with freight providers and brokers to resolve domestic and international shipping issues.
• Assist with export brokerage, customs documentation, and international shipment requirements.
• Research shipping alternatives and transportation rates to identify opportunities to improve service and control freight costs.

Planning & Coordination

• Work closely with Customer Service, Sales, Production, Planning, Quality, Logistics, Finance, and external transportation providers.
• Maintain awareness of upcoming customer requirements and proactively identify potential shipping or delivery constraints.
• Participate in daily sales or operational meetings as required.
• Maintain accurate and organized records related to customer orders, shipments, freight, and delivery requirements.
• Help develop and improve processes that increase shipping efficiency, order accuracy, and customer satisfaction.
• Provide backup support to Customer Service, Logistics, and general office functions as needed.
• Undertake other duties as reasonably assigned by management.

• Previous experience in customer service, logistics, shipping, order management, or a related administrative role preferred.
• Experience working in a manufacturing environment preferred.
• Experience in the composites or aerospace industry is a plus.
• Experience with ERP systems and electronic order-processing systems preferred.
• Proficiency with Microsoft Office, particularly Outlook, Word, and Excel.
• Excellent written and verbal communication skills.
• Strong customer-service orientation and ability to communicate professionally with customers, suppliers, freight providers, and employees at all organizational levels.
• Strong organizational and time-management skills.
• High attention to detail and accuracy.
• Ability to prioritize multiple tasks and manage changing deadlines in a fast-paced environment.
• Ability to anticipate requirements and proactively address potential problems.
• Strong problem-solving and decision-making skills.
• Ability to work effectively both independently and as part of a cross-functional team.
• Familiarity with international shipping, customs, export documentation, and freight requirements is preferred.
• Knowledge of AS9100 or aerospace quality-system requirements is a plus.

• Ability to perform clerical and office work for extended periods.
• Ability to sit for up to eight hours per day.
• Ability to walk and stand as needed throughout the workday.
• Must be able to use hands and fingers for keyboarding and fine manipulation.
• Must have adequate vision to perform the essential functions of the position.
• Ability to occasionally bend, reach, push, pull, and lift up to 50 pounds.
• Must be able to safely work in both office and manufacturing environments.
• Must follow all Company safety policies and procedures and wear required PPE when entering designated manufacturing areas.
• Must be able to effectively receive and communicate urgent information in an office and manufacturing environment.
• Overtime and occasional weekend work may be required based on business needs.

The successful candidate will be:

• Customer focused with a strong commitment to service.
• Highly organized, accurate, and dependable.
• Proactive and forward-thinking.
• Comfortable taking ownership of customer and shipping issues through resolution.
• Able to remain composed and organized when priorities change.
• A friendly, flexible team player with a positive, can-do attitude.
• Passionate about supporting SHD Composites and its customers.