Customer Relations Coordinator

Aston Carter•Little Ferry, NJ

1d•$50,000 - $55,000•Hybrid

About The Position

The Customer Relations Coordinator provides timely, professional, and friendly support to customers by handling high volumes of incoming calls, managing order and shipping inquiries, and coordinating with internal departments to ensure accurate and efficient delivery of products and services. This role requires strong communication, organizational, and problem-solving skills in a fast-paced environment, as well as the ability to use automated systems and office software to maintain accurate customer records and support business objectives.

Requirements

Minimum of one (1) year of customer service experience in a fast-paced environment.
Experience working in customer service or customer support roles, handling high call volumes and multiple priorities.
Familiarity with automated order entry systems and related customer databases.
Experience with SAP or similar enterprise resource planning systems.
Proficiency with Microsoft Office applications, including Word, Excel, and Outlook.
Strong data entry skills with attention to detail and accuracy.
Ability to communicate effectively with internal and external customers in a professional manner.
Excellent written and verbal communication skills.
Excellent listening skills, with the ability to understand and address customer needs clearly and efficiently.
Exceptional organizational and follow-up skills, including the ability to track and manage multiple customer requests.
Ability to work effectively as part of a team, collaborating with colleagues and other departments.
Ability to work rotating shifts as required to support business needs.
Experience working in a high-paced environment, maintaining composure and service quality under pressure.

Nice To Haves

High school diploma or GED.
Familiarity with aviation environments or aviation-related customer service is beneficial.
Experience with customer service in a technical or parts-related setting is an advantage.
Comfort using SAP and other automated systems to manage orders, quotes, and customer records.
Strong problem-solving skills, especially in time-sensitive situations such as Aircraft on Ground (AOG) events.
Demonstrated ability to build positive relationships with customers and internal stakeholders.
Interest in professional growth, including opportunities for leadership development and further training.
Willingness to participate in training programs such as factory familiarization and tuition-supported education.

Responsibilities

Answer all incoming customer phone calls promptly and professionally, maintaining a pleasant and friendly atmosphere for customers to conduct business.
Meet or exceed a daily quota of customer phone calls while minimizing abandoned calls and ensuring high-quality service.
Effectively respond to customer administrative questions or route inquiries to the appropriate internal personnel in a manner that fully addresses customer needs.
Coordinate interdepartmental correspondence to support the timely delivery of spare parts and related services.
Record customer requests for quotes and convert them into sales orders when required, ensuring accuracy and completeness.
Research Illustrated Parts Catalogs (IPCs) to support problem solving in Aircraft on Ground (AOG) situations and other time-sensitive scenarios.
Follow up with customers on shipping information, providing clear and accurate updates on order status and delivery timelines.
Manage a defined client base by accurately updating customer transactions, issues, and interactions in the customer database.
Prepare and complete report processing as required, ensuring data integrity and timely submission.
Assist customers in obtaining information on services offered by other internal departments and external vendors, acting as a liaison when needed.
Provide off-hour telephone coverage as needed to support continuous customer service and operational requirements.
Perform administrative tasks assigned by the management team, including documentation, filing, and data entry related to customer service activities.
Carry out other duties assigned by management to meet business objectives and support overall departmental performance.