Logistics and Customer Service Coordinator

Job Summary:

The Logistics and Customer Service Coordinator will be responsible for providing exceptional customer service to clients and customers, while simultaneously overseeing inventory and strategically planning the logistics of orders. This role ensures customer satisfaction through effective communication and problem-solving, coordinates processes for the flow of materials while maintaining quality standards, and aligns resources to meet cost, productivity, and service objectives. The coordinator acts as a liaison between the company and its customers, maintaining a positive company image.

Key Responsibilities/Duties:

Logistics and Order Fulfillment:

• Assists in developing the distribution and transportation policy together with the Nationwide Logistics Manager so that the product arrives at the right place, at the agreed time, and with the agreed conditions.
• Plans and controls distribution and transportation.
• Monitors and optimizes the performance of operations to reduce time and costs.
• Develop and control intralogistics processes.
• Reviews the new internal orders in the ERP and processes them for fulfillment.
• Coordinates the fulfillment workflow with LC Branch Managers considering deadlines and priorities.
• Schedules shipping appointments with carriers or headquarters for internal shipments.
• Ensures correct traceability of materials and orders.
• Calculates inventory accuracy with the LC Branch Manager.

Customer Support and Relationship Management:

• Provides excellent customer service to internal and external customers.
• Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner.
• Provide accurate information about products and services, including pricing, availability, and usage.
• Resolve customer complaints and issues efficiently, escalating to higher levels when necessary.
• Identify and troubleshoot customer problems, working to find satisfactory solutions.
• Follow up with customers to ensure their issues are resolved.
• Assist customers with placing orders, tracking shipments, and processing returns or exchanges.
• Build and maintain positive relationships with customers, ensuring repeat business and customer loyalty.
• Inform customers about new products, promotions, and services that may interest them.

Coordination and Improvement:

• Maintains excellent lines of communication with our company’s branches and Nationwide Logistics Manager about the status of orders and developing situations.
• Coordinate with other departments to fulfill customer requests and resolve any order-related issues.
• Develops and maintains a continuous improvement system in logistics processes.
• Maintain the Operational Command Control Panel of the company at the logistics and transportation level.
• Document customer interactions and maintain detailed records of inquiries, comments, and complaints.
• Work closely with team members and other departments to provide seamless customer support.
• Share insights and feedback from customers with the team to improve overall service quality.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving and conflict resolution abilities.
• Ability to handle stressful situations and remain calm under pressure.
• Proficient with Microsoft Office Suite or related software.
• Proficiency with computerized distribution systems.
• Experience with customer relationship management (CRM) software is a plus.
• Fluent in English and Spanish.
• High level of patience and empathy.

Education and Experience:

• High school diploma or equivalent required (associate or bachelor’s degree preferred).
• Two years of experience in a shipping warehouse or similar environment required.
• Previous experience in customer service or related role is preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time.