Order Management and Customer Service Project Coordinator

Project Coordinator - Order Management and Customer Service

Job Type: Full-time, hired as a contractor

Work schedule: Remote, EST time-zone

About the role

We are seeking a highly organized, detail-oriented, and customer-focused Order Management & Customer Service Coordinator to manage the end-to-end order process while providing exceptional support to clients. This role is ideal for someone who enjoys working directly with customers, coordinating with internal teams and vendors, and making sure orders move smoothly from initial request through fulfillment and delivery.

The position combines customer service, order management, logistics coordination, and administrative support. The ideal candidate will be responsible for responding to customer inquiries, processing orders and quotes, coordinating shipments, following up with vendors and freight teams, resolving issues such as returns and warranty claims, and keeping customers updated throughout the process.

This person will serve as an important point of contact between customers, vendors, freight/logistics teams, and internal management, ensuring that information is communicated accurately and that orders are completed on time. Strong follow-up, attention to detail, organization, and problem-solving skills are essential, as the role involves managing multiple orders and customer requests simultaneously in a fast-paced environment.

We’re looking for someone with strong end-to-end project management experience, exceptional organizational skills, and the ability to juggle multiple priorities and provide exceptionally follow up and communication skills with our clients.

Scope of Work

Project Management

• Supports hospitality projects with custom power and data solutions
• Provides seamless execution between sales and internal operational process and procedures
• Elevates customer satisfaction, project profitability, and long-term client relationships
• Follows established procedures while identifying opportunities to improve efficiency and workflow
• Demonstrates strong verbal and written communication skills for effective stakeholder engagement

Customer Service Support

• Understand client requirements and translate them into actionable internal plans
• Proactively communicate with clients via phone and meetings to resolve challenges and maintain momentum.
• Manage and grow accounts in alignment with company service and quality standards.
• Monitor production progress and address delays before they impact delivery schedules.
• Manage expectations and communicate updates or changes clearly and professionally.
• Collaborate with vendors to align manufacturing capacity with project timelines.
• Coordinate logistics and shipping to meet installation schedules
• Identify project risks and implement solutions to prevent schedule disruptions or cost impacts

Internal Communications

• Contribute to project management and customer service initiatives that support sustainable company growth.
• Identify communication and process bottle necks and suggest solutions to senior leadership
• Provide internal reporting on project status and operational performance
• Notify senior management of potential issues in a timely and solution-oriented manner
• Assist in onboarding and mentoring entry-level staff to ensure process consistency

Requirements/Qualifications:

• Previous experience in Order Management and Customer Service related jobs
• Experience as a project coordinator or project manager, managing different stakeholders and client communication
• English proficiency (C1 or above)
• Knowledge of international logistics is a plus
• Knowledge of reading and interpreting design specifications is a plus
• Ability to work both independently and collaboratively within a small team
• Strong phone and customer service skills, with active listening abilities
• Ability to build trust and rapport with clients over time
• Excellent communication and follow-up skills
• Strong organizational skills with the ability to multitask, prioritize, and manage time effectively
• Proficiency in Microsoft Office Suite, including Excel, PowerPoint, Outlook, and Teams
• Strong problem-solving and critical-thinking skills
• Ability to work remotely