Customer Service & Account Coordinator

I’m helping Alroma Glass find a top candidate to join their team full-time for the role of Customer Service & Account Coordinator.

You will drive customer success by managing end-to-end order excellence in glass fabrication.

Compensation:

USD 1.5K - 2K/month

Location:

Remote (for Argentina, Colombia, the Dominican Republic, Ecuador, Mexico, Panama, Paraguay, Peru, Uruguay, and Venezuela residents)

Mission of Alroma Glass:

"At ALROMA Company, we are dedicated to providing both local and surrounding communities with fast and reliable quality products and services. Our goal is to create client relationships that will build a foundation of trust, making it easy for our clients to come back to us for each new project."

What makes you a strong candidate:

• You have +2 years experience in Sales support, Order processing, Operational coordination, Customer service, B2B customer service.
• You are proficient in Microsoft Excel, Google Sheets.
• English - Fully fluent

Responsibilities and more:

Customer Service & Account Management:

• Serve as the primary point of contact for assigned customers through phone calls, emails, and messaging platforms.
• Develop and maintain strong relationships with glass installers, contractors, and other B2B customers.
• Respond promptly and professionally to customer questions, concerns, and requests.
• Provide accurate updates regarding quotations, orders, production status, lead times, and delivery or pickup schedules.
• Proactively follow up with customers instead of waiting for them to request updates.
• Maintain detailed records of customer interactions, requests, and commitments.
• Identify opportunities to improve customer satisfaction, loyalty, and retention.
• Ensure customers receive consistent, professional service throughout the entire order process.

Order Processing & Glass Fabrication Coordination:

• Receive, review, and process customer orders and purchase orders.
• Verify order specifications, including glass dimensions, thickness, type, quantities, edgework, finishes, and additional fabrication requirements.
• Identify missing or inconsistent information before submitting orders to production.
• Coordinate directly with the fabrication facility to confirm production requirements and estimated completion dates.
• Track orders throughout the manufacturing process.
• Communicate production updates, order changes, and delays to customers.
• Coordinate special requests, modifications, and urgent orders.
• Ensure clear communication between customers, production, sales, and management.
• Monitor pending orders and follow up internally to keep production schedules on track.

Quotations & Sales Support:

• Assist with preparing customer quotations and estimates.
• Gather the information needed to provide accurate pricing and lead times.
• Follow up on outstanding quotations and pending customer approvals.
• Support the sales process by responding to product inquiries and coordinating customer requests.
• Keep quotation records organized and updated.
• Help identify opportunities to strengthen existing customer relationships and generate repeat business.

QuickBooks & Administrative Support:

• Assist with preparing and managing estimates, invoices, and customer records using the company's systems.
• Support basic order-related administrative and billing activities.
• Maintain accurate records of customer transactions, orders, and outstanding requests.
• Coordinate with the appropriate team members regarding invoice questions, payment status, or documentation.
• Keep customer and order information organized and accessible.
• Support reporting and administrative tasks using Excel, Google Sheets, or other business software.

Logistics & Order Fulfillment:

• Coordinate with production, warehouse, and logistics teams regarding order readiness.
• Communicate pickup and delivery arrangements with customers.
• Track outstanding orders and follow up on expected completion dates.
• Help resolve issues involving delayed orders, incorrect specifications, missing items, or damaged products.
• Keep customers informed when unexpected situations arise.
• Coordinate internally to ensure customer commitments are fulfilled.

Problem Resolution & Customer Satisfaction:

• Handle customer complaints and concerns with professionalism and empathy.
• Investigate order discrepancies and work with internal teams to identify solutions.
• Take ownership of customer issues until they are resolved.
• Escalate complex or urgent situations when necessary.
• Maintain clear and consistent communication during problem resolution.
• Identify recurring issues and recommend improvements to prevent future problems.

Organization, Follow-Up & Reporting:

• Maintain accurate records in CRM, ERP, QuickBooks, or other order management systems.
• Create and manage follow-up tasks for pending quotations, active orders, and customer requests.
• Prioritize activities based on urgency, customer needs, and production deadlines.
• Prepare basic reports on open orders, pending quotes, customer issues, and delayed deliveries.
• Monitor outstanding requests to ensure timely resolution.
• Suggest improvements to internal workflows, customer communication, and operational efficiency.

Your potential leader:

• Rosa Valdes