Customer Service Coordinator

This is a fully remote position, open to applicants in Texas.

📋 Description

• Act as the primary interface with customers on a daily basis.

• Oversee and sustain internal and external reporting along with key performance indicators (KPIs).

• Manage a portion of customer demand, including production, sub tiers, or aftermarket services.

• Analyze customer KPIs to identify trends and issues, prioritizing actions for mitigation.

• Function as the initial escalation point for customer concerns.

• Ensure the effective implementation of corrective action plans and process improvements in customer service.

• Supervise and assess forecasting inputs, inventory levels, and variance investigations.

• Provide insights on customer intelligence to aid in business planning and inventory management.

• Conduct tactical customer management and serve as an internal liaison.

• Maintain communication with customers and uphold service levels.

• Execute continuous improvement initiatives and processes.

• Engage in improvement activities at both department and company levels.

• Adhere to internal rules, policies, procedures, as well as Health and Safety and Data Protection regulations.

• Perform other relevant tasks as assigned based on business requirements.

⛳️ Requirements

• An Associate's degree in Business Administration, Sales and Marketing, Supply Chain Management, or a combination of relevant education and work experience in sales is preferred.

• 5–7 years of cumulative experience in supply management, inventory planning, or supply chain, ideally within the aerospace or chemical management sectors.

• Proven track record of developing and sustaining long-term customer relationships.

• Ability to train and mentor colleagues towards excellence.

• Results-driven and profitability-oriented, particularly in customer engagement and sales negotiations.

• Strong verbal and written communication skills, including presentation capabilities, with a focus on Quality and Customer Service.

• Exceptional organizational and time-management skills, with a strong ability to manage multiple tasks simultaneously.

• Outstanding customer service skills, with the capacity to interact tactfully, confidently, and ethically with both internal and external clients.

• Detail-oriented with the ability to conduct thorough account research when necessary.

• Competent in clear and precise data entry, documentation, and reporting.

• Proficient in working with integrated data systems.

• Strong familiarity with Microsoft Office Suite, including Outlook, Word, PowerPoint, and intermediate to advanced Excel skills.

• Experience with spreadsheets, formulas, and file importing/exporting as needed.

• Familiarity with using Copilot or other AI tools to enhance productivity.

• A genuine passion for Incora values and a commitment to exceeding customer expectations.

🏝️ Benefits

• Every employee is eligible for one of Incora's incentive programs.

• 8 Paid Holidays plus 2 additional Floating Holidays for all Full-Time employees.

• Full-Time Exempt employees benefit from Incora’s FlexTime policy.

• 80 hours of Exempt Sick time provided.

• 2 weeks of paid parental leave.

• Access to a generous discount portal for Incora employees through Perkspot.

• Employer-paid Group Life Insurance equal to 1x salary.

• Short-Term and Long-Term Disability coverage.

• 401K plan with company matching.

• Support for career development and opportunities to contribute to the Incora Story.

• A brand-new work environment awaits you.