Customer Service Coordinator (CSR)

• Prepare and process Proforma Invoices accurately and in a timely manner, ensuring 100% accuracy of order documentation. • Maintain and distribute the Weekly Open Order Status report to relevant stakeholders. • Follow up proactively with Production on order progress and keep customers informed of order status at every stage. • Monitor automated notifications from order acceptance through to commercial invoicing and ensure contact details in the ERP system are accurate and up to date. • Review and maintain monthly delivery performance reports for all assigned clients. • Accurately log, follow up on, and close customer complaints, including issuing credits and maintaining complete filing records. • Respond to all customer and internal emails within one hour; return calls promptly and attend to the specific needs of customers and Account Managers. • Complete all pending daily tasks, including filing, before the end of each business day. • Cross-check Purchase Orders (own and colleagues') carefully before ERP entry to ensure accuracy and prevent processing errors. • Support special projects and events such as trade shows (e.g., Pack Expo) and manage Customer Satisfaction Survey processes. • Read and process Purchase Orders attentively, minimizing errors and avoiding unnecessary workplace distractions.

• Taking Ownership – Accepts responsibility for decisions and actions; confronts conflict in an honest, direct manner. • Withstanding Pressure/Motivation – Manages operational demands and complex systems; balances stretch goals with work-life balance. • Communication & Interpersonal Effectiveness – Works well within a team, listens to others, resolves problems, and inspires colleagues. • Self-Confidence – Assertive, with confident and professional body language and communication. • High school diploma or equivalent required; associate or bachelor’s degree preferred. • Prior experience in customer service, order management, or a related coordination role, ideally within a manufacturing or distribution environment. • Familiarity with Oracle / SAP ERP systems and order processing workflows. • Working knowledge of, or willingness to be trained in, import/export terminology and Incoterms (particularly relevant for handling BOPP imports). • Strong written and verbal communication skills. • Excellent attention to detail and organizational skills, with the ability to manage multiple priorities and deadlines. • Proficiency in Microsoft Office (Word, Excel, Outlook).