Customer Service Coordinator

## Description

**About Us:**

Finlays Solutions is a leading partner to the B2B beverage manufacturing industry, recognized for its deep expertise, strong industry relationships, and commitment to innovation. The company plays a central role in supporting beverage brands, flavor houses, private label partners, and manufacturers through high-quality products, technical capabilities, and collaborative problem-solving. With a strong presence in the ready-to-drink beverage market, Finlays Solutions focuses on identifying emerging opportunities, expanding into new market spaces, and delivering solutions that meet evolving customer and consumer needs.

Finlays Solutions operates with a strong commitment to its mission, values, ethics, and long‑term goals, ensuring that every initiative reflects the company’s dedication to integrity, partnership, and sustainable success.

**Job Summary:**

The Key Account Manager will provide customer service duties and order transactional efforts for the organization. The Key Account Customer Service Manager will act as the first point of contact to the purchasing arm of our distribution customer base and will be responsible for all day-to-day purchase order transactional processes.

**Essential Duties and Responsibilities:**

• Manage the sales order process all the way through to order delivery, adhering to agreed turn-around times and processes working with the internal team and customer to ensure satisfactory completion of orders.
• Obtain transaction information required from our customers to process an order.
• Verify and validate all transactional data such as item description, pricing, and shipping location in order to check for accuracy of the order.
• Understanding various customer profiles such as pricing structure, contracts, marketing structure and order patterns.
• Responsible for customer related tasks within the allocated customer portfolio and other assignments as requested by Team Lead. Monitor, build, and maintain accurate customer profiles in the ERP System.
• Resolve internal & external administrative inquiries relating to the order transaction process. Involves support & execution of freight and customer claims.
• Work with interdepartmental team(s) across the organization to ensure accuracy of the transactional data in the ERP system.
• Establish and maintain key client relationships with distribution buyer/procurement contacts in order to facilitate improved administration and customer satisfaction.
• Communication with outside sales team, internal KAM-Sales, and customers for issues relating to the order transaction process.
• Understanding and providing appropriate supply chain and logistic solutions to both external customers and internal teams relating to the order transaction process.
• Analyze sales data and purchase order outlier reporting to help facilitate sound decision-making and consistent communication to supply chain and planning teams.
• To display strong process and system knowledge to independently resolve difficult requests and escalations.
• Management of open order reporting to ensure all customer purchase orders have a scheduled pick-up or delivery time and adhere to our company terms and conditions.
• Manage accuracy of final billing to the customer on a timely basis and close out the order.
• Execution of clearly defined objectives and goals as outlined with the KAM Team Leads.

## Qualifications
**Qualifications & Requirements:**

• Four-year degree or equivalent work experience
• Strong personal and professional ethics
• Excellent communication skills (oral and written)
• Strong leadership skills, independent thinking, strong organizational and planning abilities and excellent analytical and problem solving skills are essential
• Must be detailed oriented
• Time Management and multitasking capabilities
• Ability to produce written technical documents with clearly organized thoughts
• Strong knowledge of Microsoft Suite (Office, Excel)

**Physical Demands**

• Willingness to work additional hours, and tailor schedule appropriately, to support team goals and meet deadlines
• Must possess adequate vision, hearing, and verbal communication skills to meet essential job performance and safety standards
• Ability to stand and walk for extended periods and regularly perform physical tasks such as pushing, pulling, lifting, climbing, bending, stooping, squatting, and using hands for detailed tasks
• Work environment sometimes involves exposure to inclement weather
• Physically capable of performing tasks such as lifting, climbing, and using hand and power tools, including pallet jacks, scales, ladders, and standard material handling and cleaning equipment
• Capable of safely lifting up to 50 pounds frequently throughout the day; ability to handle heavier items with proper lifting equipment or team-assisted techniques to ensure safety

**Work Environment**

• Employees must be able to work in a dynamic manufacturing environment that may include exposure to odors, dust, moderate noise levels, and fluctuations in temperature and ventilation
• Appropriate personal protective equipment (PPE) must be worn at all times, which may include but is not limited to: safety glasses, steel-toed shoes, gloves, hairnets, uniforms, and face shields, as required by specific job duties and safety protocols

**Quality Statement:**

• Our Quality and Food Safety Management strategy is anchored by our food safety and quality culture and a two-pronged approach to “be the best” as we produce “only the best”. Every employee has a role to play in this strategy as outlined by the following:
• Follow Good Manufacturing Practices (GMP’s), allergen control, food defense, HACCP, SQF, and regulatory requirements so that we make consistently safe, quality products.
• Ensure the presence of visitors, contractors, and customers are documented on each visit in and out of the facility to maintain good manufacturing practices, allergen controls, food defense/food security and HACCP controls.
• Report all food safety and quality issues to management immediately.
• Partner with colleagues across all functions to share knowledge, skills, and information regarding quality and food safety.
• Adhere to all health and safety work practices.
• Exhibit an understanding of quality and food safety standards and be able to speak about the Finlays quality and food safety system and your role in it.
• Handle customer complaints in a timely and professional manner so that the customer is put first, always.
• Participate fully in Finlays programs that drive continuous improvement methodologies.

Any employee in doubt as to the role they play in the Finlays quality and food safety management system must reach out to the site Quality Manager or VP of Quality.

**Equal Opportunity Statement:**

Finlays Solutions is an equal employment opportunity employer seeking diversity in qualified applicants for employment. All applicants will receive consideration for employment without regard to race, ethnicity, color, gender, gender identity, age, religion, national origin, ancestry, disability, perceived disability, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Finlays employs individuals that are 18 years of age or older.

*This position is not eligible for Visa Sponsorship*