ApexCore Technologies · 15 hours ago
Customer Service Coordinator
Dallas, TX, US
Full-time
Onsite
Mid, Senior Level
$104K/yr - $110K/yr
4+ years expApexCore Technologies is seeking a Customer Service Coordinator to lead the day-to-day operations of their Customer Service team. This role involves overseeing the quote-to-cash cycle, managing customer communication, and driving continuous improvement to enhance customer satisfaction and commercial excellence.
Marketing & Advertising
Responsibilities
Supervise and coach a team of Customer Service Specialists, ensuring adherence to established processes, service levels, and commercial policies
Assign and prioritize daily work across RFQs, quotations, order entry, follow-ups, and customer requests
Monitor workload distribution to maintain team efficiency and responsiveness
Guide complex cases such as deviations, exceptions, margin validations, delivery challenges, and customer escalations
Ensure accurate and consistent execution of the full quote-to-cash process: RFQ → Quotation → Follow-up → PO Validation → Order Entry → Production Monitoring → Shipping → Post-Sales
Validate accuracy of quotes and sales orders, ensuring pricing, terms, and internal approvals are properly applied
Oversee timely registration of RFQs, quotations, and orders in SAP and CRM/Salesforce
Establish and monitor KPIs for the team (RFQs processed, quote response time, quote-to-order conversion rate, backlog health, on-time acknowledgments, etc.)
Serve as the primary liaison between Customer Service and internal functions including Sales, Planning, Production, Logistics, Finance, and Quality
Lead weekly meetings with Sales and Planning to review order status, delays, risks, and upcoming priorities
Facilitate communication between the Specialists and internal departments to resolve issues quickly
Support Sales with information on pipeline status, customer performance, delivery updates, and margin adherence
Assist Accounts Receivable with follow-up on past-due invoices while maintaining strong customer relationships
Handle escalated issues from key accounts, ensuring timely and professional resolution
Support the Specialists with challenging customer interactions, delivery conflicts, warranty issues, or commercial disagreements
Provide consistent communication to customers regarding order status, risks, and commitments
Maintain strong customer relationships and ensure service satisfaction benchmarks are met
Support inside sales efforts by tracking follow-up activity on open quotations and improving conversion rates
Review pricing governance, margin compliance, and exception requests before escalating to Sales/Product Line for approval
Identify opportunities to improve quoting accuracy, product positioning, and customer experience
Contribute to commercial initiatives, campaigns, and new product introduction support
Track, analyze, and report team KPIs, service performance, and transactional accuracy
Identify process gaps and lead improvement initiatives to optimize cycle times, communication flow, and system utilization
Ensure data integrity in SAP, CRM, and all tracking tools, promoting clean reporting and commercial visibility
Lead the implementation of new tools, workflows, or cross-functional alignment mechanisms
Train new team members on processes, systems, customer handling, and quoting standards
Ensure team adherence to pricing policies, margin governance, discount approval workflows, and commercial guidelines
Maintain updated work instructions, SOPs, and documentation for the Customer Service department
Support internal audits and drive compliance with company policies and quality standards
Coordinate successful delivery of customer facing training classes (i.e. catering, event planning, logistics etc.)
Qualification
Required
Bachelor's degree in business administration, Engineering, Supply Chain, or related field
4+ years of experience in customer service, inside sales, commercial operations, or order management (manufacturing/industrial preferred)
Prior team leadership experience is highly preferred
Strong knowledge of SAP, Salesforce/CRM systems, and commercial approval workflows
Excellent communication, conflict resolution, and stakeholder management skills
Ability to lead a team in a fast-paced environment while maintaining accuracy and quality
Strong analytical, problem-solving, and organizational capabilities
Preferred
BS/BA in related discipline (engineering, business, marketing, etc.)
BSEE Power Systems emphasis
4-6 years sales or customer service experience in the related industry (industrial, oil, gas, utilities, etc.)
2+ years of successful experience in power systems and/or substation experience and successful demonstration of Principal Duties and Responsibilities as presented above
Company
ApexCore Technologies
201-500 employeesFunding
Current Stage
Growth StageCompany data provided by crunchbase