Customer Service

Order Support Coordinator job description

An Order Support Coordinator manages end-to-end order processing, resolves logistics discrepancies, and improves customer retention through proactive service.

Published November 8, 2024Updated May 16, 20265273 likes

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Job brief

We are looking for a detail-oriented Order Support Coordinator to join our logistics operations team and streamline our fulfillment processes for a diverse client base. In this role, you will manage high-volume order flows, act as the bridge between our inventory management teams and our customers, and implement solutions to recurring shipping friction. If you enjoy solving complex logistical puzzles and thrive in a role that rewards precision, efficiency, and clear communication, we would love to have you on our team. Your contributions will be essential in maintaining our service level agreements and ensuring our brand promise is met with every shipment.

Key highlights

Manage the end-to-end order lifecycle in our ERP system, ensuring 100% accuracy in SKU selection, pricing, and shipping documentation.
Investigate and resolve order discrepancies, such as stock-outs or routing errors, by coordinating directly with regional warehouse and fulfillment managers.
Process Return Merchandise Authorizations (RMAs) and credit memos in accordance with company finance policies and inventory reclamation procedures.
Bridge the gap between sales and operations by verifying client-specific shipping requirements and ensuring compliance with complex delivery instructions.

What is a Order Support Coordinator?

An Order Support Coordinator is a crucial link in the supply chain and customer experience lifecycle, responsible for managing the accuracy and timely fulfillment of client orders. Serving as the primary point of contact for order-related inquiries, an Order Support Coordinator utilizes ERP and CRM systems to track shipments, troubleshoot inventory shortages, and resolve billing disputes. Their expertise in order management workflows directly influences organizational revenue by minimizing returns and ensuring seamless communication between warehouse teams and end-users.

What does a Order Support Coordinator do?

On a daily basis, an Order Support Coordinator processes incoming purchase orders within systems like SAP, NetSuite, or Oracle, verifying pricing, SKU accuracy, and lead times. They monitor open order reports to identify potential transit delays, proactively alerting sales teams and customers when adjustments to delivery schedules are necessary. Furthermore, they investigate claims regarding damaged shipments or incorrect items, coordinating with logistics partners to process replacements or credit memos while documenting every interaction in a centralized CRM to maintain a clean audit trail.

Key responsibilities

Manage the end-to-end order lifecycle in our ERP system, ensuring 100% accuracy in SKU selection, pricing, and shipping documentation.
Investigate and resolve order discrepancies, such as stock-outs or routing errors, by coordinating directly with regional warehouse and fulfillment managers.
Maintain high service levels by providing real-time status updates to customers regarding backorders, transit delays, or shipment tracking inquiries.
Process Return Merchandise Authorizations (RMAs) and credit memos in accordance with company finance policies and inventory reclamation procedures.
Analyze weekly order fulfillment data to identify trends in shipping errors, recommending process improvements to enhance overall distribution speed.
Bridge the gap between sales and operations by verifying client-specific shipping requirements and ensuring compliance with complex delivery instructions.
Document customer feedback and recurring support issues within Salesforce to build a robust knowledge base for the logistics department.
Monitor automated shipping notifications to ensure timely delivery and troubleshoot carrier-related exceptions before they impact the end customer.

Requirements and skills

2+ years of experience in order management, logistics coordination, or supply chain support roles within a high-volume environment.
Demonstrated proficiency in ERP software such as SAP, NetSuite, or Microsoft Dynamics for order entry and inventory tracking.
Advanced competence in CRM platforms like Salesforce or Zendesk to manage ticket queues and maintain comprehensive customer communication logs.
Strong analytical skills with the ability to interpret shipping reports, inventory levels, and freight costs to make data-driven decisions.
Solid understanding of order-to-cash (O2C) cycles, including invoicing procedures, tax calculations, and payment reconciliation basics.
Certification in Supply Chain Management or Logistics (e.g., CSCP or CLTD) is highly preferred and viewed as a major asset for this role.
Ability to communicate complex logistical updates clearly and professionally to stakeholders ranging from warehouse floor staff to C-suite executives.
Associate’s or Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a closely related field of study.

FAQs

What does an Order Support Coordinator do?

An Order Support Coordinator oversees the full journey of a customer order, from the moment it is placed in the system to its final delivery. They are responsible for troubleshooting shipping delays, correcting order entry mistakes, and serving as the primary liaison between customers and the warehouse or production teams. By ensuring accuracy and timely fulfillment, they prevent operational bottlenecks and maintain high levels of customer satisfaction.

What skills are required for an Order Support Coordinator?

Successful candidates require a mix of technical proficiency and soft skills, specifically deep familiarity with ERP and CRM platforms like SAP or Salesforce. Critical thinking and problem-solving skills are essential for navigating complex supply chain issues, while strong verbal and written communication is necessary for managing customer expectations during delays. Attention to detail is paramount to ensure pricing and inventory data remain accurate throughout the order process.

Who does an Order Support Coordinator work with?

An Order Support Coordinator works as a central connector within an organization, interacting daily with sales teams, inventory managers, warehouse staff, and freight carriers. They also engage directly with external customers to provide status updates and resolve post-purchase concerns. This cross-functional collaboration is vital for maintaining the flow of goods and ensuring that internal departments remain aligned on order priorities.

Why is an Order Support Coordinator vital for business operations?

This role is vital because it directly impacts both the bottom line and brand reputation. When an Order Support Coordinator acts efficiently, they minimize overhead costs related to returns and shipping errors while increasing customer retention through reliable service. By proactively managing logistics, they ensure that the company delivers on its promises, turning a transactional event into a high-quality customer experience that encourages repeat business.