Job Description

The Project Coordinator, Customer Service plays a critical role in supporting and enhancing customer service operations by serving as a central point of coordination across customers, external partners, and internal cross-functional teams. This role ensures the accurate processing of orders, timely resolution of issues, and consistent, high-quality communication.

The position provides operational and project support across a range of initiatives, including order management, system implementations, and process improvements. The Project Coordinator is responsible for maintaining detailed documentation, supporting compliance with standard operating procedures, and contributing to continuous improvement efforts that enhance service delivery and customer experience.

Success in this role requires strong organizational skills, attention to detail and the ability to manage multiple priorities while maintaining exceptional service standards.

Salary Range: $25.00 - 30.00 per hour
Final pay determinations will depend on various factors, including, but not limited to experience level, education, knowledge, skills, and abilities. Our benefits and programs are comprehensive and thoughtfully crafted to ensure our colleagues live healthy lives and have support when it matters most.

Responsibilities

Customer & Partner Coordination

• Serve as a primary point of contact for third-party customers (e.g., CMOs, marketplace platforms), coordinating with Marketing, Manufacturing, Distribution/Transportation, and Customer Service to ensure timely, accurate order processing and communication.

EDI & eCommerce Support

• Support EDI and eCommerce implementations, including system setup, maintenance, issue resolution, and development of related work instructions.

Process & SOP Support

• Partner with leadership to review existing SOPs, identify gaps, and recommend updates to improve efficiency, compliance, and operational consistency.

Short-Dated Product Management

• Manage and process approvals for short-dated product orders; track and report monthly volume and revenue by wholesaler/customer, providing insights to leadership.

Government Order Coordination

• Facilitate government orders (e.g., DOD, ASPR), ensuring compliance with contractual requirements. Collaborate cross-functionally to ensure accurate processing, on-time delivery, and proper handling of issues, complaints, and damages in accordance with policy.

International & Export Order Management

• Coordinate export and international orders, including documentation, communication, and cross-functional alignment to ensure timely and compliant execution.

Reporting & Analytics

• Develop and deliver reports for internal stakeholders, external partners, and executive leadership, ensuring accuracy, clarity, and actionable insights.

Order Exception Management

• Support inquiries related to emergency orders, allocations, and one-time requests, ensuring timely resolution and clear communication to stakeholders.

Operational Support to Customer Service Team

• Provide supplemental support as needed, including handling customer inquiries, processing orders via email channels, and supporting call coverage during peak periods.

Donation Order Processing

• Coordinate donation orders with established partners, maintain accurate documentation, and ensure receipt verification aligns with shipment records.

System Testing & Implementation Support

• Support testing and validation of system changes associated with key global and local initiatives, ensuring readiness and minimal disruption to operations.

Shipping & Logistics Coordination

• Coordinate holiday shipping schedules with internal teams and customers to ensure alignment and continuity of service.

Order Monitoring & Issue Resolution

• Proactively monitor orders with processing constraints or delays, ensuring timely resolution and availability at distribution centers for shipment.

Additional Responsibilities

• Actively participate in special projects as assigned.
• Completes all training requirements, including all department-specific, compliance training, etc.
• Participates in any and all reasonable work activities as assigned by management.
• All employees are responsible for ensuring compliance to company documents, programs and activities related to the Health, Safety, Environment, Energy, and Quality Management Systems, as per your roles and responsibilities.

Requirements

• High school diploma or equivalent required; Bachelor’s degree in Business, Operations, or a related field preferred.

• Minimum of 3+ years of relevant experience in customer service operations, order management, supply chain, or a related function.
• Experience within a regulated or healthcare environment preferred.
• Demonstrated experience coordinating across cross-functional teams (e.g., Customer Service, Supply Chain, Manufacturing, Sales/Marketing) to drive timely and accurate outcomes.
• Working knowledge of order management processes, including EDI, eCommerce platforms, and ERP systems (e.g., SAP or equivalent).
• Experience supporting process improvement initiatives, including reviewing and updating SOPs and work instructions.
• Strong analytical and reporting skills with the ability to track, interpret, and communicate operational data to stakeholders, including leadership.
• High attention to detail with a demonstrated ability to manage multiple priorities, meet deadlines, and ensure accuracy in a fast-paced environment.
• Effective written and verbal communication skills, with the ability to engage professionally with internal stakeholders, external partners, and customers.
• Proven ability to identify issues, proactively problem-solve, and escalate appropriately to ensure timely resolution.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook); experience with reporting and data visualization tools is a plus.
• Ability to work both independently and collaboratively, demonstrating flexibility and adaptability in a dynamic operational environment.
• Experience supporting regulated processes (e.g., government orders, export documentation, complaint handling) is a plus.

Additional Information

We offer an excellent salary and benefits package including medical, dental and vision coverage, as well as life insurance, disability, 401K with company contribution, and wellness program.

Please note that joining our team does not create a guaranteed or permanent employment arrangement. All employment is at‑will, meaning both the employee and Fresenius Kabi have the right to end the employment relationship at any time, in accordance with applicable federal and state laws.

Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or protected veteran status.