Customer Engagement Coordinator

Shift 1 (United States of America)

Position Summary:
The Customer Engagement Coordinator is responsible for enhancing customer satisfaction and loyalty by managing customer interactions, resolving inquiries, and ensuring a positive experience. This role includes accurate and timely entry of customer orders into the company's order management system, close communication with customers, and coordination with sales teams and various departments to ensure efficient order processing that meets customer expectations. The role also involves addressing customer needs, managing communication channels, and maintaining accurate records of customer interactions.

Work You’ll Do:

• Review purchase orders for accuracy, handle discrepancies, and enter orders precisely.

• Provide customer service and manage post-order activities, including order acknowledgments, expediting, operations coordination, tracking, and documentation.

• Ensure all post-order questions, emergency orders, and customer issues are resolved promptly to ensure customer satisfaction.

• Serve as the main point of contact for post-order communication, collaborating closely with Aftermarket Sales Representatives, Outside Sales Representatives, and internal departments.

• Provide customers with order status updates and change order notifications related to ship dates.

• Create and process change orders, Return Material Authorizations (RMAs), and credit memos as needed.

• Build and maintain strong customer relationships.

• Act as the primary point of contact for customer inquiries and concerns.

• Coordinate and manage communication between customers and internal teams.

• Resolve customer issues promptly and escalate when necessary.

• Track and analyze customer feedback to support continuous improvement initiatives.

• Maintain up-to-date knowledge of products and services to assist customers effectively.

• Support the development and implementation of customer engagement strategies.

Team:
This role will be a part of the Customer Service and Engagement team.

Basic Qualifications:

• High School Diploma or equivalent.

• Minimum of 2 years in a customer-facing role, preferably in manufacturing.

• Proficiency in Enterprise Resource Planning (ERP) software (e.g., SAP).

• Experience with Customer Relationship Management (CRM) software (e.g., Oracle, Salesforce).

• Strong working knowledge of Microsoft Office tools (Outlook, Word, Excel, etc.).

• Excellent communication and interpersonal skills.

• Strong data entry and organizational skills.

• Ability to manage multiple tasks simultaneously with attention to detail.

• Problem-solving mindset with a strong sense of ownership and accountability.

• Ability to work independently and collaboratively in a team environment.

• High level of empathy and customer-centric focus.

• Adaptability in a fast-paced, dynamic work environment.

• A proactive, change-oriented mindset.

• Commitment to continuous improvement.

• Willingness to travel up to 5%.

Who we are: 

Coperion (www.coperion.com) is a global industry and technology leader in process technology serving a variety of end markets, including plastics, plastics recycling, food, pet food, pharmaceuticals, cosmetics, chemical, battery, and mineral industries. Every day, our teams of experts create individual, high-quality process technologies and systems optimized for the best end products, highest efficiency, and sustainability. Coperion is a business unit of Hillenbrand. 

Hillenbrand (www.hillenbrand.com) is a global industrial company that provides highly engineered, mission-critical processing equipment and solutions to customers in over 100 countries around the world. Our portfolio is composed of leading industrial brands that serve large, attractive end markets, including durable plastics, food, and recycling. Guided by our Purpose — Shape What Matters For Tomorrow™ — we pursue excellence, collaboration, and innovation to consistently shape solutions that best serve our associates, customers, communities, and other stakeholders.

EEO: The policy of Hillenbrand Inc. is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status.  Additionally, Hillenbrand Inc. and our operating companies are committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities.  If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] .  In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.  At Hillenbrand, everyone is welcome to apply and "Shape What Matters for Tomorrow".