Sales Customer Support - Coordinator

Idemitsu Lubricants America•Jeffersonville, IN

3d•Onsite

About The Position

The Customer Service – Original Equipment Service (OES) serves as the primary point of contact for Original Equipment Service customers and distributors, ensuring accurate order fulfillment, timely issue resolution, and an exceptional customer experience. This role combines customer service, logistics coordination, data management, and analytical reporting to support business operations and drive continuous improvement. The ideal candidate is a proactive problem-solver who can investigate root causes, manage multiple systems and priorities, and collaborate effectively across sales, supply chain, and distribution teams. Success in this position requires strong technical aptitude, attention to detail, and a commitment to delivering operational excellence and customer satisfaction.

Requirements

A customer-first mindset with the ability to build strong relationships and deliver exceptional service to customers, distributors, and internal stakeholders.
Strong problem-solving skills with the ability to investigate issues, identify root causes, and implement effective in a fast-paced environment.
Excellent organizational and time management skills, with the ability to manage multiple priorities, meet deadlines, and maintain attention to detail.
Advanced proficiency in Excel and the ability to analyze data, create reports, identify trends, and support data-driven decision-making.
Experience working with, ERP, order management, and customer support systems such as Salesforce, Zendesk, Monday.com, or similar platforms.
Effective communication skills, including the ability to collaborate across departments, provide training, and clearly communicate with customers, distributors, and leadership.
A proactive approach to process improvement, with a willingness to identify efficiencies and contribute to operational excellence.
Adaptability and resilience when managing changing priorities, customer needs, and supply chain or order fulfillment challenges.
A collaborative team-oriented attitude with the ability to support colleagues, share knowledge, and provide leadership support when needed.
A high level of accountability and ownership, ensuring accurate data management, order processing, issue resolution, and follow-through on commitments.

Responsibilities

Serve as the primary point of contact for O customers and distributors, providing exceptional customer service, resolving inquiries, and ensuring a seamless order fulfillment experience.
Investigate and resolve sales order, purchase order, shipment, and system-related issues by identifying root causes and implementing effective solutions.
Manage and maintain critical business data, including customer records, product relationships, sourcing information, dashboards, and reporting tools to ensure accuracy and operational efficiency.
Utilize Salesforce, Zendesk, Monday.com, and other business systems to support order management, user training,, troubleshooting, and customer support activities.
Analyze operational and customer data to create reports, monitor performance metrics, trends, and provide actionable insights to support business decisions
Partner with cross-functional teams including Sales, Supply Chain, and Distribution to improve processes, support strategic initiatives, minimize service disruptions, and enhance customer satisfaction.
Reconcile daily buyback shipments, review distributor aging statements, and monitor account activity to ensure accurate inventory movement, billing and financial records.
Provide leadership support and mentorship to team by assisting with complex customer issues, sharing best practices, supporting training efforts, and contributing to continuous process initiatives.