Manufacturing Sales Support Coordinator

Job Description

Job Title

Manufacturing Sales Support Coordinator

Reports To

Manufacturing Sales Support Manager

Job Purpose

The Manufacturing Sales Support Coordinator serves as a primary point of coordination between BITEC's sales representatives, distributors, contractors, customers, and internal operations teams. This position manages the customer order lifecycle from order entry through shipment and delivery, ensuring orders are processed accurately, customer requirements are communicated effectively, and issues are identified and resolved in a timely manner.

The Manufacturing Sales Support Coordinator works closely with Sales, Manufacturing, Planning, Logistics, Technical Services, Accounting, and other internal departments to coordinate order requirements, provide timely information, and support an exceptional customer experience. The position utilizes the company's ERP and CRM systems to maintain accurate customer, pricing, and order information while providing responsive and proactive support to the sales organization.

Main Duties and Responsibilities

1.       Serve as the primary sales support contact for assigned sales representatives, distributors, contractors, and customers through phone, email, and other communication channels.

2.       Coordinate and manage the complete customer order lifecycle, including order entry, verification, modifications, backorders, returns, credits, shipment, delivery, and follow-up.

3.       Process customer orders accurately and efficiently within the company's ERP system, verifying pricing, product availability, shipping requirements, delivery expectations, and customer-specific requirements.

4.       Respond promptly and professionally to inquiries regarding product availability, pricing, lead times, order status, shipping information, invoices, documentation, and company policies.

5.       Coordinate with Sales, Manufacturing, Planning, Logistics, Technical Services, Accounting, and other internal departments to ensure order requirements are clearly communicated and customer commitments are appropriately managed.

6.       Proactively monitor assigned orders and communicate delays, shortages, shipment updates, scheduling changes, and other critical information to customers and the sales organization.

7.       Investigate and resolve order discrepancies, shipping issues, customer concerns, and product-related questions, coordinating with the appropriate internal resources and escalating issues to the Manufacturing Sales Support Manager when necessary.

8.       Identify orders or customer requirements requiring special attention and proactively coordinate with appropriate departments to minimize delays and prevent service issues.

9.       Monitor inventory levels for designated resale items and coordinate replenishment when established minimum inventory levels are reached.

10.   Assist with maintaining accurate customer pricing, account information, shipping requirements, and other customer-related master data within the company's ERP and CRM systems.

11.   Support the sales organization by preparing quotes, gathering order and product information, providing customer documentation, and assisting with sales-related administrative requests.

12.   Maintain accurate and timely records of customer communications, order activity, and relevant account information within company systems.

13.   Develop and maintain a working knowledge of BITEC products, roofing systems, programs, policies, and procedures to effectively support customers and the sales organization.

14.   Identify and recommend opportunities to improve sales support processes, order management procedures, system utilization, communication, and overall operational efficiency.

15.   Build effective working relationships across Sales and Operations and contribute to a collaborative, responsive, and solutions-oriented work environment.

16.   Perform other duties and responsibilities as assigned.

Qualifications, Required Skills, and Competencies

·         Two or more years of sales support, order management, shipping and logistics, customer service, or related experience in a manufacturing or distribution environment preferred.

·         Experience with ERP systems for order entry, order management, and customer account maintenance preferred.

·         Experience utilizing CRM software (HubSpot or similar) to maintain customer records and communication history is a plus.

·         Strong computer skills with proficiency in Microsoft Office Suite, including Outlook, Excel, Word, and Teams.

·         Excellent organizational skills with exceptional attention to detail and accuracy.

·         Strong verbal, written, and interpersonal communication skills.

·         Ability to manage multiple priorities, recognize time-sensitive issues, and maintain a high level of accuracy in a fast-paced environment.

·         Strong problem-solving and critical-thinking skills with the ability to investigate issues, coordinate solutions, and resolve customer concerns professionally.

·         Demonstrated ability to collaborate effectively with cross-functional teams, including Sales, Manufacturing, Planning, Logistics, Accounting, and Technical Services.

·         Self-motivated with the ability to work independently, take ownership of assigned responsibilities, and contribute positively to a team environment.

·         Demonstrates professionalism, integrity, dependability, and a strong commitment to delivering an outstanding customer experience.

·         High school diploma or equivalent required; associate degree or additional post-secondary education preferred.

Physical Requirements

·         Ability to communicate clearly, professionally, and effectively in person, by telephone, and through written correspondence.

·         Ability to remain seated and perform computer-based work for extended periods.

·         Ability to operate standard office equipment, including computers, telephones, printers, scanners, and copiers.

·         Ability to maintain regular, predictable, and punctual attendance.