Customer Support Coordinator (CSC)

Trelleborg Group•Fort Wayne, IN

About The Position

The Customer Support Coordinator (CSC) provides customer service and support to existing and prospective customers, builds positive customer relationships, and helps develop new business opportunities. The role is a primary point of initial contact for customers and manages customer orders and quotes, including contract review, price analysis, delivery performance, and general reporting. The CSC may also source and purchase products from internal and third-party suppliers. The CSC works with logistics and manufacturing facilities and supports Sales Engineers, Application Engineers, Customer Support Account Leads, and management in achieving their goals and KPIs. The role involves managing competing tasks and may involve handling accounts independently or as part of a team, along with additional account-support duties as needed. It is a local position with limited travel of 0–10% per year; international travel may be required, and candidates must be able to travel outside the U.S. without restrictions. Applicants must meet the U.S.-person definition under ITAR.

Requirements

At least 1 year of customer service experience.
Strong written and verbal communication skills.
Strong people and relationship-building skills.
Customer-driven attitude with a positive, professional, and determined approach.
Strong organizational skills and ability to multitask with attention to detail and accuracy.
Basic math skills, including addition, subtraction, and margin calculations.
Proficiency with Microsoft Word and Excel.
Ability to travel internationally and outside the U.S. without restrictions.
Must qualify as a U.S. person under ITAR: U.S. citizen, U.S. permanent resident, political asylee, or refugee.

Nice To Haves

Associate degree strongly preferred; bachelor's degree is a plus.
Knowledge of basic business sales and marketing practices.
Experience in the aerospace, sealing, or polymer industry.
Familiarity with AS9100 quality requirements.
Familiarity with order management.
Proficiency with business operational software such as Oracle JDEdwards or SAP.
Ability to adapt to customer and supplier websites for orders, updates, and changes.

Responsibilities

Provide customer service and support to existing and prospective customers and build positive customer relationships.
Manage customer orders and quotes, including contract review, price analysis, delivery performance, and general reporting.
Review contracts in accordance with AS standards and local procedures in a timely manner.
Evaluate customer orders and demand against supplier deliveries to meet and exceed on-time delivery (OTD) targets.
Work with internal teams and external customers to proactively resolve customer complaints.
Source and purchase products from internal and third-party suppliers as needed to fulfill customer requirements.
Communicate changes to customer demand and requests across the organization.
Coordinate with Hub, Supply Chain Management, Project Manager, and factory departments to align activities with Trelleborg and customer KPIs.
Resolve delivery schedule problems and negotiate delivery schedule changes.
Use BPM and AHA tools to support continuous improvement, identify process improvements, and increase efficiency and profitability.
Provide proactive communication, analysis, and problem solving to team members.
Work with logistics facilities to improve transit and delivery times and meet or exceed customer OTD targets.
Ensure compliance with Quality Management Systems and Standard Operating Procedures in accordance with AS9100.
Support accounts independently or as part of a team and perform additional account-support duties as needed.