Customer Service Coordinator

Idist•Worcester, MA

About The Position

The Customer Service Coordinator supports the day-to-day success of the Customer Service team by assisting the Customer Service Manager, managing customer accounts, and helping maintain a collaborative team. The role provides hands-on support during busy periods, facilitates communication across teams, and contributes to continuous improvement by evaluating procedures and supporting company goals. It calls for leadership, collaboration, sound judgment, confidentiality, and a commitment to developing team members while delivering an outstanding customer experience. Imperial (IDI), founded in 1939 and headquartered in Worcester, Massachusetts, is a privately held distributor of supermarket non-food products. The company serves chain and independent retailers across 22 states and has more than 700 associates. Its product categories include health and beauty care, seasonal items, and general merchandise.

Requirements

High school diploma or GED.
At least 3 years of experience in a customer support role.
Strong attention to detail and commitment to accuracy and thoroughness.
Strong understanding of retail operations, particularly sales floor activities and merchandising.
Knowledge of product allocation processes, including inventory availability and store requirements.
Strong understanding of the complete order process, from product availability and order entry through processing, invoicing, and delivery, including resolving order discrepancies, product shortages, and delivery issues.
Experience managing a team, overseeing daily activities, providing guidance, and ensuring customer service issues are resolved in a timely manner.
Excellent communication skills and the ability to make sound, informed decisions.
Proficiency in telephone etiquette, verbal communication, active listening, professionalism, and customer focus.
Intermediate Microsoft Outlook and Word skills; intermediate-to-advanced Excel skills; and solid data-entry capabilities.
Ability to prioritize effectively, respond to and meet deadlines, and maintain high standards of completeness and accuracy.
Flexibility to work additional hours when necessary.
Ability to approach positive and challenging situations with clarity, empathy, and composure.

Responsibilities

Review and prepare reports needed for the Customer Service team's workflow, including Excess Shipper, Missed Truck, and Open Order reports.
Send weekly update emails to the Customer Service team to support collaboration and consistency.
Train department employees and help ensure new hires are prepared for success.
Work with internal departments to resolve errors, coordinate orders, answer customer questions, and address inventory inquiries using the AS400 system.
Evaluate departmental work procedures, SOPs, and processes for alignment with company strategic goals.
Provide the Customer Service Manager with timely feedback about service issues and customer concerns during weekly meetings or sooner when necessary.
Partner with sales leadership and sales team members to meet and exceed customer service expectations.
Handle confidential information with appropriate discretion.
Perform other related duties as assigned.