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9804 - Senior Customer Service Coordinator - 2 Roles Available!

Travel Required:No
Location:Suffolk, VA
Position Type:Full Time
Desired Education Level:BS


The Supply Chain team is looking to continue to develop motivated individuals and grow the future leaders of Client’s. These personnel can analyze production metrics against market needs in Supply & Demand Planning, focus on product transportation through Logistics, or ensure the shelves of your local grocery store are stocked by Direct Store Delivery.


As a Senior Customer Service Coordinator you will gain increased exposure and responsibility and champion change and efficiency within the Supply Chain organization. This role is responsible for advanced tasks including project work, system testing and job shadowing new hires during the training process. The Senior Customer Service Coordinator also serves as an escalation point for their peers to answer questions and provide support to their team.



  • Ensures all order management guidelines such as lead time, order minimums, order cut-off times, late order requests and changes are followed in order to minimize errors and maximize Supply Chain efficiency.
  • Proactively identifies and reviews potential product shortages and partners with Supply Planning to address potential issues before they occur.
  • Takes the lead on managing the late order approval process for late order requests to process and ship under standard lead time.
  • Serve as an escalation point on questions, training and critical issues.
  • Takes the leads on special project including reporting, system changes and system testing.
  • Immediately addresses and corrects any inaccurate order information such as incorrect sold to number, ship to number, item codes and ship or delivery dates submitted by sales, brokers or customers.
  • Assists in managing Customer Master Data to ensure customer records are accurate and order entry is not delayed.
  • Proactively notifies sales/brokers if customer has not picked up load or a shipment will not arrive on time. Partners with Logistical Services to provide resolution and updates tracking information to customers.
  • Provides and reports on order management/logistics related account information in Excel and Power BI such as fill rates, lead times, item specific shortage information, etc.
  • Consistently monitors the Electronic Database Interchange (EDI) for orders that need to be pulled into SAP.
  • Assists in identifying root cause analysis around account specific logistics related issues.
  • Contacts plant Billers to Goods Issue orders that have shipped, so that they can invoice.
  • Assists claims department on matters related to incorrect or rejected orders.
  • Assists accounting department in deduction resolution.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. May perform other duties as assigned.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

  • High School Diploma or General Education Degree (GED) and 4+ years’ relevant experience, required.
  • Bachelor’s Degree, preferred.
  • Knowledge of Order processing systems Microsoft Office, including Excel and Word.
  • Strong verbal and written communication skills.
  • Situational Awareness with the ability to understand and embrace changing business processes.
  • Flexibility to adapt to a varied work schedule.
  • Strong attention to detail and accuracy.
  • Ability to prioritize and manage competing priorities.
  • Ability to work well with others in fast paced, dynamic environment.
  • Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment.
  • Some travel may be required.

Supervisory Responsibilities:

  • This position has no direct supervisory responsibilities but may act as a lead by providing training and guidance to others on the Customer Service Team.