Customer Service Coordinator

Incora•Fort Worth, TX

47d•Onsite

About The Position

As the leading supply chain solutions business in the aerospace industry, our people and customers are at the heart of our business. The Customer Service Coordinator will provide the day-to-day interface with the customer, managing and maintaining the associated reporting and KPI’s, both internal and externally to ensure service level targets are maintained to support the achievement of customer service delivery targets and overall customer satisfaction. Management of a segment of customer demand such as production, sub tiers, or aftermarket.

Requirements

5-7 Years of combined experience in fields of supply management, inventory planning, supply chain (preferably in the aerospace or chemical management industry)
Demonstrated ability to develop and maintain long standing customer relationships
Demonstrated ability to train and mentor others to excellence
Demonstrated ability to be results-driven and profitability-minded, most specifically in customer engagement and sales negotiations
Strong verbal, written communication and presentation skills, with emphasis in Quality and Customer Service
Maintain excellent organizational and time-management skills, with strong follow-through and perseverance to handle multiple tasks simultaneously
Maintain excellent customer service skills with the ability to deal tactfully, confidently and ethically with both internal and external customers
Ability to be detailed oriented and perform in-depth account research, if required
Maintain clear and accurate data entry, documentation and reporting skills, as required
Maintain strong competency working with integrated data systems, Microsoft Office Suite, including Outlook and intermediate to advanced Word, Power Point and Excel (i.e., spreadsheets, formulas, importing and exporting of files, as applicable) as required
Strong working knowledge of Microsoft Office (Excel, Word, PowerPoint) is essential, alongside experience using Copilot or other AI tools to enhance productivity.

Nice To Haves

Bachelor's degree in the area of study of Business Administration, Sales and Marketing, Supply Chain Management, and/or a combination of education and relevant work experience in sales, is preferred

Responsibilities

Review customer KPI’s to enable the performance to the customer to be monitored, highlighting any potential trends and issues and prioritizing the associated mitigation action to ensure customer delivery and satisfaction is maintained.
Provide the first point of escalation to customer and ensure that customer service corrective action plans or process improvements are deployed effectively without impacting customer service levels.
Manage and review forecasting input, inventory and variance investigations to provide customer intelligence to manage business planning and inventory holdings.
Undertake tactical customer management and internal liaison to ensure customer communication and service levels are maintained.
Implement Continuous Improvement actions or processes to improve efficiency in line with the agreed plan and without unnecessary impact to customer service levels.
Participation in improvement activities at department/company level to enhance business performance.
Comply with all relevant internal rules, policy and procedures, including those relating to Health and Safety, Data Protection and all those contained within the issued Employee Handbook and Policies and Procedures Manual.
Undertake other duties and tasks that may be allocated that are appropriate to the job.