Customer Account Coordinator

Customer Account Coordinator

The Customer Account Coordinator (CAC) plays a critical role at the intersection of customer service, sales support, and cross-functional communication. This individual is the primary internal liaison between customers and departments including Production, R&D, Sales, and New Product Development. The CAC ensures seamless coordination and communication throughout the order lifecycle—from order entry to fulfillment—while acting as a proactive customer advocate.

The ideal candidate will excel in customer communications, demonstrate strong attention to detail, be comfortable juggling priorities in a fast-paced environment, and contribute to both customer satisfaction and business growth.

Core Responsibilities

• Accurately enter and confirm customer orders received via email, phone, and portal—same day whenever possible.
• Serve as a central point of contact for customers, providing timely updates, tracking information, and resolution of inquiries or issues.
• Monitor and respond to emails and voicemails throughout the day; ensure all messages are acknowledged within 24 hours.
• Coordinate internally with production, quality, shipping, and R&D teams to ensure accurate and timely order fulfillment.
• Communicate changes or production delays proactively to customers and collaborate on solutions.
• Support the sales team by managing customer-required documentation, coordinating sample requests, and ensuring timely response to client needs.
• Review customer buying patterns and work with sales team to foster customer relationship; support customer retention and growth initiatives.
• Set up and maintain customer accounts, including credit reference checks, CRM updates, and data integrity in ERP systems.
• Process domestic and international shipping documentation accurately and in compliance with regulatory requirements.
• Answer incoming calls and direct inquiries professionally and efficiently to the appropriate team member.
• Build and maintain strong working relationships with purchasing contacts and key decision-makers.
• Actively contribute to a culture of continuous improvement by suggesting process or communication enhancements.

Key Performance Indicators (KPIs)

• Consistent order entry accuracy of 99%+
• 24-hour response time for all customer inquiries
• 95%+ positive customer satisfaction rating in annual survey
• Active CRM and ERP documentation maintenance
• Timely communication of order status and issue resolution
• Demonstrated cross-functional collaboration and internal team support

Required Skills & Qualifications

• Associate degree (or equivalent experience); Bachelor's degree preferred
• Minimum 2 years' experience in customer service, sales support, or order management
• Proficient with Microsoft Office (Outlook, Excel, Word); ERP and CRM system experience strongly preferred (SAGE100, Salesforce, etc.)
• Exceptional written and verbal communication skills
• Strong attention to detail and organizational skills
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Conflict resolution and problem-solving capabilities
• Professional demeanor, positive attitude, and strong customer service orientation

SSP Beliefs and Values

At SSP, our core beliefs and values foster a family environment.

Our Core Principles:

• We are comfortable being uncomfortable
• We give each other grace
• Every day is an opportunity to make a difference
• Never settle for good enough
• No politics

With these principles in mind we live out our mission:

Silicones that work delivered with speed, flexibility and service

Work Environment

• Occasional after-hours email monitoring for international customer correspondence
• Standard office hours with flexibility during high-volume periods
• Hours are 8-4:30 which includes 30-minute paid lunch and 2.5 hours minimum overtime/week