Customer Operations Coordinator in East Stroudsburg, Pennsylvania at Ace Worldwide Group of Companies

The Customer Operations Coordinator is responsible for independently managing customer orders, coordinating delivery details, and supporting customer communication from order entry through post delivery follow up. This role ensures accuracy, timeliness, and a high level of customer satisfaction while supporting daily office operations. The position works closely with sales, planning, and dispatch teams and serves as a key operational contact for customers.

Key Responsibilities

Order Processing & Quoting

• Register and process customer orders accurately in internal systems

• Prepare and calculate quotes, including large or non standard orders not supported by automated tools

• Review order details to ensure pricing, scope, and customer requirements are correct

Order Coordination & Tracking

• Confirm delivery dates and site survey requirements with customers and internal teams

• Track orders throughout the process to ensure planning and dispatch timelines are met

• Identify, address, and resolve order, scheduling, or delivery issues to maintain commitments

Customer & Sales Communication

• Serve as a primary point of contact for customers and internal sales representatives

• Provide clear and timely updates regarding order status, delivery timing, and changes

• Conduct follow up calls within 24 hours after delivery to confirm satisfaction and address concerns

• Send performance survey emails following delivery and document customer feedback

Tracking & Administrative Responsibilities

• Maintain spreadsheets and order tracking tools to monitor deliveries, follow ups, and performance metrics

• Ensure accurate recordkeeping and timely updates to internal tracking documents

Office & Operational Support

• Answer incoming calls and manage inquiries professionally

• Provide general office and administrative support as needed

• Assist with additional tasks to support efficient daily operations and customer service continuity

• 1–3 years of experience in customer operations, order processing, sales support, or office administration

• Strong attention to detail and organizational skills

• Effective verbal and written communication skills

• Ability to manage multiple priorities and resolve issues independently

• Proficiency with spreadsheets (Excel or similar tools)

• Customer focused mindset with strong problem solving ability

Preferred Qualifications

• Experience working in an office or customer facing environment within operations, planning and/or logistics setting

• Familiarity with order systems, CRM, or ERP tools

Key Competencies

• Ownership and accountability

• Independent decision making

• Strong follow through and time management

• Professional and service oriented communication