Customer Engagement Coordinator

Hillenbrand • Sidney, OH

2d

About The Position

The Customer Engagement Coordinator enhances customer satisfaction and loyalty by managing customer interactions, resolving inquiries, and ensuring a positive customer experience. The role accurately and promptly enters customer orders into the order management system and works closely with customers, sales teams, and internal departments to support efficient order processing that meets customer expectations.

The coordinator serves as the main point of contact for post-order communication, provides order status updates and ship-date change notifications, and manages post-order activities such as acknowledgments, expediting, operations coordination, tracking, and documentation. The position also processes change orders, Return Material Authorizations (RMAs), and credit memos as needed, maintains accurate interaction records, and supports continuous improvement and customer engagement initiatives.

Responsibilities

• Review purchase orders for accuracy, address discrepancies, and enter orders precisely into the order management system.
• Provide customer service and manage post-order activities, including order acknowledgments, expediting, operations coordination, tracking, and documentation.
• Resolve post-order questions, emergency orders, and customer issues promptly to support customer satisfaction.
• Serve as the primary contact for post-order communications and collaborate with Aftermarket Sales Representatives, Outside Sales Representatives, and internal departments.
• Provide customers with order status updates and notifications about changes to ship dates.
• Create and process change orders, Return Material Authorizations (RMAs), and credit memos as needed.
• Build and maintain strong customer relationships.
• Coordinate communication between customers and internal teams.
• Escalate customer issues when necessary.
• Track and analyze customer feedback to support continuous improvement initiatives.
• Maintain current knowledge of products and services to assist customers effectively.
• Support the development and implementation of customer engagement strategies.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed