Order Operations & Costumer Service Coordinator

Job Description:

At Catenon we are seeking an Order Operations & Customer Service Coordinator for the Orlando-based branch of a global manufacturer of motorcycle and bicycle components. You will be responsible for managing the full order cycle, from receiving customer orders to processing them in the ERP system and monitoring deliveries in close collaboration with Sales, Logistics and Customers. The role is key to ensuring excellent service quality, accurate order management, and smooth coordination across all stakeholders involved in the supply chain.

Responsibilities:

ORDER MANAGEMENT
- Create and maintain customer master data in the ERP system (SAGE), including commercial terms and discount structures.
- Generate commercial quotations and convert them into sales orders based on Sales team input.
- Enter, validate, and manage customer orders in the system, ensuring accuracy in pricing, terms, and delivery dates.
- Handle complex orders (high volumes / import operations) using supporting tools (e.g., Excel, data importers).
- Adjust delivery dates based on product availability and backorder situations.

OPERATIONAL FOLLOW-UP & LOGISTICS COORDINATION
- Monitor order status across the entire supply chain.
- Coordinate with Warehouse and Logistics teams to ensure timely preparation, dispatch, and delivery.
- Analyze replenishment needs and manage purchase orders to suppliers (intercompany).
- Evaluate and follow up on backorders, proposing replenishment actions when needed.
- Ensure proactive stock availability, manage the historical sales database, and assess weekly consumption based on prior order fulfillment and average usage.
- Receive and validate incoming materials from procurement.

CROSS FUNCTIONAL COORDINATION
- Act as a key liaison between Sales, Logistics, Finance, and Quality teams.
- Align priorities, commercial conditions, and specific customer requirements with the Sales team.
- Coordinate the resolution of issues and discrepancies related to orders or deliveries.
- Collaborate with Finance on payment validation, collections, and reporting activities.

CUSTOMER SERVICE & AFTER SALES
- Manage customer inquiries related to orders, product availability, delivery dates, and backorders.
- Proactively communicate order status updates (ETA, delays, incidents).
- Handle customer complaints, coordinating with the Quality team when required.
- Support new customer onboarding processes (payment terms, documentation, instructions).
- Handle customer incidents locally, ensuring a prompt first response (within 24h) and coordinate with technical support when needed.
- Collect key information (issue details, photos, or product return for analysis).
- Reassure the customer and maintain confidence from the first interaction.

FINANCIAL & ADMINISTRATIVE MANAGEMENT
- Issue invoices, credit notes, and all order-related documentation.
- Monitor accounts receivable, identify overdue payments, and manage billing discrepancies.
- Record incoming payments in the system (wire transfers, checks, etc.) in coordination with Finance.
- Process supplier payments when applicable (credit card / bank transfers).
- Prepare and submit financial documentation and expense receipts.

CONTROL, REPORTING & CONTINUOUS IMPROVEMENT
- Maintain accurate and up-to-date records in the ERP system (orders, customers, invoicing).
- Prepare financial and operational reports for month-end closing (EOM).
- Update control tools (backorders, logistics tracking, forecasting files).
- Identify opportunities for improving administrative and operational processes.
- Contribute to enhancing service levels and internal efficiency.

Requirements:

- Academic background: Degree in Business Administration, International Trade, Logistics, or related fields.
- Experience: 2–4 years in order management, customer service, sales support, or supply chain roles, preferably in a B2B or retail environment.
- Languages: English native & Spanish is a plus.
- Digital competence: Proficiency in ERP systems (SAP, Oracle, Navision, or similar) for order entry and tracking. Good knowledge of Excel and other MS Office tools.

Company Description:

Leading global manufacturer in motorcycle and bicycle components, currently expanding its presence in the U.S. market.

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