Job Description
Job Description
Position Title: Customer Service Coordinator
Date:
November 2026
Reports To: Customer Service Manager
FLSA:
NON-EXEMPT
GENERAL SUMMARY
The Customer Service Coordinator role is highly administrative and responsible for enhancing the customer experience. Their role is to consistently provide a high level of service related to processing orders, product inquiry, returns, replacements, and complaint management.
To perform this job successfully, an individual must be able to perform each essential job task satisfactorily. The tasks listed below are representative of the knowledge, skill, and/or ability required.
ESSENTIAL JOB FUNCTIONS
- Provide first line communication with customers, ensuring a positive customer experience through efficient, courteous, prompt service and consistent follow-up.
- Process customer orders and changes according to established company policies and procedures.
- Process customer returns according to established company policies and procedures.
- Provide timely and accurate information on incoming customer order status and product knowledge requests.
- Partner with Sales and other internal departments to meet or exceed customer service expectations.
- Resolve customer issues and recommend corrective measures as appropriate, continually identifying ways to improve and streamline processes to increase customer satisfaction.
- Provide timely feedback to other departments regarding service interruption or customer concerns.
- Maintain and effectively apply knowledge of customer contracts, products, services, data management, and current organizational policies specifically related to Quality and Regulatory requirements.
- Communicate effective and accurate business correspondences to customers and team.
- Actively participates in virtual and on-site team meetings.
PREPARATION, KNOWLEDGE, SKILLS & ABILITIES
- Knowledge of principles and processes for providing customer service. This aptitude includes customer needs assessment, meeting quality and regulatory standards for services, and evaluation of customer satisfaction.
- Education and or experience in a Customer Service or Administrative function.
- Excellent communication, both verbal and written, with a strong focus on delivering exceptional service.
- Ability to work effectively and collaboratively as part of a team.
- Excellent understanding of Microsoft Suite, specifically related to Excel, Outlook, and Word.
- Experience with Salesforce or other CRM applications preferred.
- Medical Device industry experience a plus.
SUPERVISORY RESPONSIBILITY
None
WORKING CONDITIONS/PHYSICAL DEMANDS
Position involves a normal business office environment with reasonable accommodation made to enable individuals with disabilities to perform the essential functions.
The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.
*External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.