Customer Experience & Logistics Coordinator

Job Summary : the Customer Experience Specialist serves as a key point of contact between Palmer International and its customers, supporting the customer throughout the entire order fulfillment process—from receipt of the order through delivery and invoicing. This role is responsible for ensuring customer orders are processed accurately, communicated clearly, and fulfilled on time. The Specialist works closely with Sales, Logistics, Production, Accounting, and other internal teams to coordinate orders, resolve issues, track shipments, and provide timely updates to customers. The successful candidate is highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced manufacturing environment. Strong written and verbal communication skills are essential, including the ability to communicate clearly and professionally with customers whose second language is English. The ideal candidate takes ownership of customer needs, proactively identifies potential issues, and works collaboratively to find effective solutions. Essential Responsibilities Customer Service & Communication Serve as a primary point of contact for customers throughout the order fulfillment process. Respond promptly and professionally to customer inquiries received by email, phone, and other communication channels. Provide customers with accurate information regarding orders, pricing, availability, delivery schedules, and shipment status. Build and maintain positive customer relationships through responsive and effective communication. Manage and resolve customer complaints and concerns, escalating issues when appropriate. Proactively communicate order delays, changes, or other issues that may impact customer satisfaction. Order Management & Fulfillment Receive and process customer sales orders accurately and efficiently. Enter and maintain customer orders within the company's ERP/CRM system. Monitor orders from initial entry through fulfillment and delivery. Coordinate with internal departments to ensure orders are processed and fulfilled according to customer requirements. Identify potential order issues or discrepancies and work with the appropriate departments to resolve them. Coordinate the order fulfillment and invoicing processes to ensure accurate and timely completion. Maintain accurate records of customer orders, communications, and related documentation. Logistics & Shipment Coordination Coordinate with Logistics and other internal teams to support timely shipment of customer orders. Track shipments and provide customers with accurate delivery updates. Communicate changes to shipment schedules or delivery expectations. Assist with investigating and resolving shipping or delivery issues. Samples & Administrative Support Process customer sample requests and maintain accurate sample request records. Maintain organized digital and hardcopy records related to customer orders and transactions. Ensure customer and order information is accurately maintained within company systems. Assist with other administrative and customer service activities as needed to support the department and overall business operations. Qualifications & Skills High school diploma or equivalent required; additional education or relevant training preferred. Previous customer service, order management, sales support, logistics, or administrative experience preferred. Proficiency in Microsoft Office, including Outlook, Word, and Excel. Experience working with ERP, CRM, or other business management software preferred. Strong written and verbal communication skills. Strong reading, writing, comprehension, and data entry skills. High level of accuracy and attention to detail. Strong organizational and time-management skills. Ability to manage multiple priorities and meet deadlines in a fast-paced environment. Ability to identify problems, troubleshoot issues, and determine appropriate solutions. Ability to follow established processes and procedures while exercis…

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