Customer Service Representative

Benefits: PTO Paid holidays Medical, dental & vision insurance Company provided life insurance 401K with company match Pay: $20/Hour GreenChem Industries is seeking a driven, detail-oriented Customer Success Coordinator who thrives at the intersection of customer relationships and supply chain execution. This role is the evolution of two previously separate functions — Customer Service and Freight Coordination — unified into a single point of accountability for every order from Sales Order creation to final delivery and NetSuite fulfillment. The Customer Success Coordinator owns the complete order lifecycle for their assigned accounts within their hub. They are the customer's primary contact for all order-related communication, the operator responsible for securing freight, and the individual accountable for GreenChem's Perfect Order performance on every order they manage. No handoffs. No passing the baton. One owner, from Purchase Order to Proof of Delivery. Order Intake & Processing Classify every order by urgency tier — NOW (immediate/same-day promise), Standard (5–7 days), or Planned (10+ days) — at intake, and prioritize and sequence work accordingly. Review approved Sales Quotes and convert them into confirmed Sales Orders in NetSuite within established SLA windows; validate pricing, product specifications, and customer-specific instructions before confirming every order. Classify each order by type — Stock (PTS), Customer Pickup (FCA), Drop Ship, Swing Load, Blanket, or Import Lead — and apply the correct NetSuite workflow, documentation package, and status path. Log and acknowledge every incoming Customer Purchase Order upon receipt; ensure zero POs are missed, delayed, or left unactioned. Send Order Acknowledgement (TP1) to the customer within 2 hours of Quote Approval without exception. Procurement Coordination — Non-Stock Orders Monitor the Pending Purchasing queue daily for all assigned drop ship and swing load orders. Maintain active communication with the Procurement team to confirm PO placement, supplier selection, product availability, and expected ready dates. Track supplier lead times and communicate estimated delivery timelines to the customer proactively — before they ask. Escalate any Pending Purchasing order that exceeds the internal resolution SLA to the Customer Success Team Lead before customer impact occurs. Freight Coordination & Carrier Management Source, quote, and secure carriers for all assigned orders across applicable hub freight modes — LTL, FTL, Liquid Bulk, Tank Trucks, ISOs, Drayage, Ocean, or International. Create Item Fulfillments in NetSuite and manage the FreightPOP booking workflow — rate shop, enter hazmat details, select the carrier, and generate the BOL. Create Freight Purchase Orders (FPOs) in NetSuite tied to the Sales Order, with correct vendor, service item, rate, and lot allocation. Set up and maintain carrier compliance documentation: Certificates of Liability, Insurance, and all requirements under NACD Responsible Distribution guidelines. Negotiate rates and select carriers that optimize both service level and profit margin per load. For swing load orders: manage the inbound freight leg from supplier to GreenChem warehouse; confirm arrival with the warehouse team and coordinate outbound freight once inspection and relabeling are complete. For FCA (customer pickup) orders: coordinate the customer's carrier pickup, create the BOL, and send the Order Ready to Pick touchpoint. Monitor daily pickup and delivery execution; maintain proactive communication with carriers and driver dispatch to ensure on-time performance on every load. Documentation & Compliance Prepare, review, and release all order documentation prior to shipment: Bill of Lading, Warehouse Release, Safety Data Sheet, Certificate of Analysis, Hazmat Declarations, Packing Lists, and any customer-specific documents. Verify every document for accuracy bef…

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