Customer Service & Logistics Coordinator

Location

Woonsocket, Rhode Island

Reports To

Customer Service & Supply Chain Manager

Role Purpose

The Customer Service & Logistics Coordinator ensures customer orders are processed accurately and on time. The role manages the flow of information and documents needed for each order - from order entry, preparing shipping paperwork, coordinating freight, to invoicing once the shipment is complete.

This role is essential to keeping our day‑to‑day operations running reliably. Accurate orders, compliant documents, and clear communication directly affect customer satisfaction, regulatory compliance, and our ability to ship safely and on schedule. By staying organised, raising issues early and keeping documentation and data accurate, the Coordinator supports the wider Customer Service and Operations teams and helps maintain a consistent, reliable service for customers.

Key Deliverables

• Accurate and timely processing of customer orders - orders are entered correctly, confirmed on time and supported by accurate documentation from start to finish.
• Complete and compliant shipping documentation - all documentation (BOL, COT, COA, labels, special instructions) is accurate and completed at least 48 hours before the requested ship date.1
• Coordination of all freight movements - freight is booked correctly across LTL, FTL, tanker, air, intermodal and FCL - including drayage - balancing reliability, compliance and cost‑efficiency (with support from brokers and the Customer Service Manager).
• Reliable, proactive communication with customers - customers receive timely updates on availability, timelines, documentation, shipping details, invoicing and returns - maintaining confidence and avoiding surprises.
• Timely and accurate financial administration - invoices are issued promptly and correctly; AR statements are sent weekly, and past‑due balances are followed up.
• High‑quality data across ERP systems - order, shipment and invoicing data is consistently accurate, ensuring reliable reporting and decision‑making.
• Communicate proactively with customers and Sales teams - on order progress, product availability and any issues requiring escalation, supporting visibility and alignment across teams.
• Work with freight brokers to obtain competitive quotes and support cost‑effective carrier selection.

Responsibilities

Order Management

• Monitor the customer service inbox for purchase orders and queries.
• Enter sales orders accurately in the ERP system.
• Send order confirmations within required timeframes.
• Check inventory availability and coordinate with Supply Chain on gaps.
• Communicate with customers about availability, timelines, shipping details, documentation, invoicing and returns.

Shipping Documentation & Logistics

• Prepare accurate BOL, COT, COA, labels and special instructions.
• Send full shipping packs to warehouses 48 hours before shipment.
• Book freight across LTL, FTL, FCL, tanker, air and intermodal transport.
• Arrange drayage from port to warehouse when required.
• Provide customers with BOL, tracking and COA within 24 hours of dispatch.

Customer Setup & Finance

• Create new customer accounts and process credit applications.
• Invoice completed orders correctly and promptly.
• Send weekly AR statements and follow up on overdue balances.
• Process buy‑and‑resell purchase orders for direct shipments.

Compliance & Safety

• Handle hazardous freight documentation.
• Ensure transport aligns with DOT49CFR, IMDG and IATA standards (current or expired certification desirable).

Data & Systems

• Maintain accurate order, shipment and invoicing records in the ERP.
• Use Excel and M365 tools to support tracking and reporting.
• Support process consistency through the transition to NetSuite
  

Experience & Qualifications

Essential

• Customer service, logistics coordination, or order‑to‑cash experience.
• Practical exposure to LTL, FTL, FCL, tanker, or similar freight types, including hazardous materials handling.
• Experience using ERP systems (Datacor, Netsuite ERP or equivalent).
• Strong administrative and organisational skills.

Desirable

• DOT49CFR, IATA, or IMDG certification (current or expired).
• Experience within chemical, industrial, or similar regulated sectors.
• Previous experience in an ERP transition project.

Personal Attributes

• Strong attention to detail and accuracy.
• Proactive approach with early escalation of issues.
• Customer‑focused, with consistent and dependable communication.
• Clear communicator with internal teams and external customers.
• Tech‑savvy and comfortable learning new systems.
• Organized, reliable, and able to manage multiple priorities.

Benefits

• Competitive Salary and discretionary performance-related bonus
• Medical Care Plan (choice of 3 Blue Cross Blue Shield plans)
• Vision Care Plan (BlueCross Vision)
• Dental Care Plan (BlueCross Dental)
• 401(k) Retirement Plan (with company match)
• Paid Vacation (up to 15 days per year, based on service)