Customer Order Coordination Specialist

About the role

This role is the central hub for proactive customer communication and end‑to‑end order coordination. You will act as the link between customers, sales, production, and dispatch, ensuring accurate updates and timely resolution of complaints and returns.

Key responsibilities

• Serve as the primary contact for customers regarding order status, delivery expectations, complaints and returns.
• Track all open orders from receipt through production, dispatch and delivery, updating customers proactively.
• Coordinate with production, planning, sales and dispatch teams to obtain clear answers and resolve issues.
• Manage complaints and returns, secure approvals, and communicate final outcomes to customers and the Sales Manager.
• Maintain accurate order tracking records and communication history in SAP, KOOPS and related systems.
• Identify delayed or at‑risk orders early and escalate with factual information before customers need to follow up.

Required profile

• Strong communicator with a customer‑focused mindset.
• Process‑driven, detail‑oriented and assertive when following up internally.
• Calm under pressure, disciplined in follow‑up and confident in escalating issues.

Required skills

• SAP
• KOOPS
• Microsoft Excel
• Microsoft Outlook
• Microsoft Teams