Job brief
We are seeking a detail-oriented Customer Operations Coordinator to join our operations team and take ownership of the systems and processes that deliver exceptional customer experiences. In this role, you will manage order processing workflows, coordinate between customer service and fulfillment teams, and use data analytics to optimize operational efficiency across our customer lifecycle. You'll work directly with our CRM and ERP systems, collaborate with cross-functional teams to resolve complex customer issues, and contribute to process improvements that enhance service quality. If you thrive in a data-driven environment where customer success and operational excellence intersect, this role offers the perfect opportunity to make a meaningful impact.
Key highlights
- Process and track customer orders through ERP systems like NetSuite or SAP, ensuring accurate data entry and timely fulfillment coordination with warehouse teams
- Monitor service level agreements and delivery metrics using dashboard tools like Tableau or Power BI, escalating delays that risk customer satisfaction
- Analyze customer service data in CRM platforms to identify recurring issues, process bottlenecks, and opportunities for operational improvements
- Resolve complex customer escalations involving billing discrepancies, order issues, and service delivery problems by coordinating across multiple departments
What is a Customer Operations Coordinator?
A Customer Operations Coordinator is a specialized administrative professional who manages the intersection between customer service and business operations, ensuring smooth order fulfillment, customer account management, and service delivery processes. Working with CRM systems like Salesforce or HubSpot, inventory management platforms such as NetSuite, and customer service tools including Zendesk or Freshdesk, Customer Operations Coordinators bridge the gap between customer-facing teams and back-office operations. Their expertise in process optimization, data analysis, and cross-functional coordination directly impacts customer satisfaction, operational efficiency, and revenue retention.
What does a Customer Operations Coordinator do?
A Customer Operations Coordinator processes customer orders through ERP systems, monitors service level agreements to ensure on-time delivery, and resolves operational issues that impact customer experience. They analyze customer data in CRM platforms to identify trends, coordinate with warehouse and logistics teams on order fulfillment, and manage customer onboarding workflows from initial setup through account activation. Daily tasks include updating customer records in databases like Salesforce, generating operational reports using Excel pivot tables and dashboard tools, responding to escalated customer inquiries, and collaborating with sales, fulfillment, and finance teams to resolve billing discrepancies and delivery delays.
Key responsibilities
- Process and track customer orders through ERP systems like NetSuite or SAP, ensuring accurate data entry and timely fulfillment coordination with warehouse teams
- Monitor service level agreements and delivery metrics using dashboard tools like Tableau or Power BI, escalating delays that risk customer satisfaction
- Manage customer onboarding workflows from initial setup through account activation, coordinating with sales, finance, and technical implementation teams
- Analyze customer service data in CRM platforms to identify recurring issues, process bottlenecks, and opportunities for operational improvements
- Resolve complex customer escalations involving billing discrepancies, order issues, and service delivery problems by coordinating across multiple departments
- Generate weekly operational reports on order volume, fulfillment accuracy, and customer satisfaction metrics for management review and strategic planning
- Maintain customer account information and service records in Salesforce or similar CRM systems, ensuring data accuracy and compliance with privacy regulations
- Coordinate with logistics partners and third-party vendors to track shipments, manage returns processing, and resolve delivery exceptions that impact customer experience
Requirements and skills
- Proficiency in CRM systems such as Salesforce, HubSpot, or Microsoft Dynamics, with experience managing customer data and service workflows
- Advanced Excel skills including pivot tables, VLOOKUP, and data analysis functions, plus familiarity with reporting tools like Tableau or Power BI
- Experience with ERP or order management systems such as NetSuite, SAP, or Oracle for processing transactions and inventory coordination
- 3+ years of experience in customer operations, order fulfillment, or customer service roles with exposure to multi-channel customer touchpoints
- Associate's degree in Business Administration, Operations Management, or related field, with preference for supply chain or customer experience certifications
- Strong analytical skills with ability to interpret customer service metrics, identify trends, and recommend process improvements based on data insights
- Experience coordinating between cross-functional teams including sales, finance, warehouse, and customer service to resolve complex operational issues
- Knowledge of customer service platforms like Zendesk, Freshdesk, or ServiceNow for managing support tickets and escalation workflows
FAQs
What does a Customer Operations Coordinator do on a daily basis?
A Customer Operations Coordinator manages the operational processes that support customer service delivery, including processing orders through ERP systems, monitoring fulfillment timelines, and resolving service issues that impact customer satisfaction. Daily responsibilities include updating customer records in CRM platforms like Salesforce, generating reports on service metrics, coordinating with warehouse and logistics teams on order fulfillment, and managing escalated customer issues that require cross-departmental coordination. They spend significant time analyzing data to identify process improvements and working directly with customer service, sales, and operations teams to ensure seamless customer experiences from order placement through delivery.
What skills are most important for a Customer Operations Coordinator?
Customer Operations Coordinators need strong proficiency in CRM systems like Salesforce or HubSpot, advanced Excel skills for data analysis and reporting, and experience with ERP or order management platforms such as NetSuite or SAP. Critical soft skills include cross-functional collaboration, problem-solving abilities, and attention to detail since they coordinate between multiple departments to resolve customer issues. They must also possess analytical skills to interpret service metrics, identify operational bottlenecks, and recommend process improvements. Knowledge of customer service platforms like Zendesk and experience with dashboard tools such as Tableau or Power BI are increasingly valuable in this role.
Who does a Customer Operations Coordinator work with?
Customer Operations Coordinators work closely with customer service representatives, sales teams, warehouse and fulfillment staff, and finance departments to resolve operational issues and ensure smooth customer experiences. They regularly collaborate with logistics partners and third-party vendors to track shipments and manage delivery exceptions. Internally, they coordinate with IT teams on system integrations, work with management on performance reporting, and support onboarding teams during customer implementation processes. They also interface directly with customers during escalated situations, serving as the operational liaison between customer-facing teams and back-office operations to resolve complex service delivery challenges.
What is the career path for a Customer Operations Coordinator?
Customer Operations Coordinators typically advance to senior coordinator or specialist roles, then progress to Customer Operations Manager or Operations Analyst positions within 3-5 years. Many transition into broader operations management roles, customer success management, or business process improvement positions. With additional experience and certifications in project management or supply chain, they can move into Director of Customer Operations, Process Improvement Manager, or Business Operations roles. Some leverage their cross-functional experience to transition into customer experience strategy, business analysis, or operations consulting roles. The role provides excellent exposure to multiple business functions, making it a strong foundation for various operational and customer-focused leadership positions.