Job Description

About this Role

The Sales Support Coordinator - Post Sales Specialist is responsible for supporting all downstream activities that occur after an order has been submitted. This includes managing order changes, resolving issues that arise during fulfillment, coordinating with internal teams, and ensuring customers receive accurate, timely information through the delivery and invoicing process. This role supports both customers and internal sales teams by providing clear communication, problem resolution, and operational follow‑through.

Key Responsibilities

Order Management & Issue Resolution

• Process order modifications, change requests, delivery updates, and post‑booking corrections in the ERP system (e.g., SAP).
• Investigate and resolve issues related to shipping delays, pricing discrepancies, material shortages, mis‑ships, or product configuration concerns.
• Coordinate with Operations, Purchasing, Logistics, and Technical Support to ensure timely and accurate resolution.
• Validate documentation and ensure updates comply with commercial policies and standard work.

Customer & Sales Support

• Serve as the primary point of contact for questions that arise after order entry, including order status, delivery milestones, and invoice-related concerns.
• Provide timely communication to Sales Representatives, Project Managers, and customers on issue resolution and expected timelines.
• Support escalations for high‑priority projects, urgent shipments, or key customer accounts.
• Assist with credit and debit memo requests, returns processing, and documentation needed for financial reconciliation.

Fulfillment & Coordination

• Monitor order progress from booking through shipment and delivery; proactively identify risks or delays.
• Collaborate with warehouse, scheduling, and logistics teams to support on‑time delivery performance.
• Validate shipping documentation, ensure accuracy of bill of lading and packing lists, and follow up on freight claims when required.
• Support warranty or quality‑related claim processes by gathering documentation and facilitating cross‑functional communication.

Documentation, Systems & Compliance

• Maintain accurate order files, customer communications, and fulfillment documentation.
• Follow established standard work, policies, and approval workflows for post‑booking tasks.
• Ensure adherence to pricing, terms, warranty requirements, and financial controls.
• Use SAP or other enterprise systems to analyze order details, track issues, and support reporting needs.

Continuous Improvement

• Identify common causes of order errors or delays and provide feedback to improve upstream order quality.
• Participate in process improvement initiatives to increase efficiency and customer satisfaction.
• Support enhancements to standard work, documentation templates, and system workflows.
• Collaborate with cross‑functional teams to streamline processes and eliminate recurring issues.

Required Qualifications

• High School Diploma or GED
• 2+ years of experience in customer service, order management, post‑sales support, or supply chain operations

Preferred Qualifications

• Strong problem‑solving skills and ability to navigate complex issues involving multiple stakeholders.
• Proficiency with ERP systems (SAP strongly preferred).
• Excellent communication skills with the ability to manage customer expectations professionally.
• High attention to detail with strong organizational and multitasking abilities.
• Ability to work efficiently in a fast‑paced, cross‑functional environment.