Customer Service Coordinator

Company Description

AIM is a leading global manufacturer of solder assembly materials for the electronics industry with manufacturing, distribution, and support facilities located throughout North and South America, EMEA, and Asia. We serve the electronics industry, as well as various specialized businesses, including LED lighting, mobile devices, automotive, renewable energy and aerospace. At AIM, we are committed to developing world-class products through innovative R&D and offering unparalleled sales and technical support.

Summary
Reporting directly to the Business Manager Specialty, the Customer Service Coordinator (CSR)– Specialty supports customer experience goals through exceptional customer service to existing and potential clients.  They also provide a high level of direct support to the Business Manager of Specialty by executing tasks and providing accurate information in a timely and sometimes expedited manner.  This position plays a vital role in building customer loyalty through quality of service, which helps to differentiate AIM from its competitors.

Responsabilites

The CSR coordinator's responsibilities include but are not limited to:

• Review Daily Shipments - Errors and Back Orders
• Log in Tracking# on Daily Shipments
• Email Tracking & Commercial Invoices to Customers and any other required Documents on Daily Shipments
• Email Freight Charges on Manual Shipments
• Daily Filing of Shipped Customer Orders and Completed Purchase Orders
• Enter and send Customer Orders, Confirmations to Customers, Generate Shop Orders for Manufactured Parts
• Manage Customer Blanket Orders
• Generate RMA’s when required
• Print C of C, C of A and any other required documents / Return Customer Orders to Manufacturing floor
• Get Quotes from Suppliers
• Enter and send PO to suppliers for Purchased Parts, Raw Material, Tooling and Scrap
• Receive Raw Material, Parts, Tooling and Scrap when arrives
• Send Invoice/Receiving Packet to Montreal for Payment
• Complete Manufacturing Shop Orders for Customer Orders and Internal Melts and Outsourcing
• Reserve Material on Customer Orders
• Receive RMA’s / Scrap Out or Return to Stock
• Manage Outsourcing of AIM’s material with Supplier
• Manage Scrap returns from Customers
• Manage Scrap and Dross returns to and from Montreal
• Manage Specialty Department Inventory and Cost
• Set Up New Specialty Item#’s for new products
• Assist in packaging products on occasion.
•  Perform other duties as required.

Qualifications 

• Post-secondary education in communications or business administration (an asset)

• Minimum 2-4 years in customer service, sales support, or order management within a manufacturing setting.
• Professional demeanor with empathy and strong client relationship management.
• Strong proficiency with ERP Software (IFS or equivalent)
• Proven capability in handling complex or high-value customer inquiries and problem-solving
• Ability to work independently and prioritize tasks in a fast-paced environment

• Ability to work calmly under pressure
• Working knowledge of Microsoft Office suite (Excel, Word, and Outlook)
• Excellent oral and written communication skills
• Good interpersonal skills, team-oriented
• Good organization skills, able to multi-task