Customer Communications & Sales Coordinator

The Customer Communications & Sales Coordinator is responsible for supporting customer communications, sales administration, order processing, shipping coordination, documentation, and post-sale activities.

Key responsibilities include:

• Serve as a primary liaison between customers and internal departments throughout the order lifecycle.
• Provide professional and timely customer communications, including order acknowledgements, order verification documents, production updates, shipping notifications, and warranty communications.
• Enter customer purchase orders and change orders into the ERP system and review orders for completeness and accuracy prior to release.
• Complete required order-processing workflows, including purchase order entry, sales order entry, order validation, and new order notifications.
• Manage and respond to customer inquiries through the company ticketing system.
• Coordinate with Sales, Engineering, Production, Purchasing, Shipping, Logistics, and Customer Service to support accurate and timely order fulfillment.
• Maintain complete and accurate electronic customer files and ensure required order documentation is properly uploaded, organized, and archived.
• Communicate shipment schedules and updates to customers, verify shipping information, and prepare required shipping documentation.
• Coordinate with Shipping and Logistics to support timely customer deliveries.
• Create and assemble equipment manuals, warranty packets, and other customer documentation.
• Assist customers with order status requests, service inquiries, warranty communications, and post-delivery follow-up.
• Support the preparation of customer estimates, quotations, sales documentation, and other customer information.
• Assist with marketing lead management, lead follow-up, sales pipeline development, and customer relationship initiatives.
• Support customer satisfaction initiatives and ongoing customer follow-up.
• Ensure written communications and customer-facing materials meet RICO branding and quality standards.
• Follow established company procedures and standardized workflows.
• Identify opportunities to improve customer communication, order management, and administrative processes.
• Maintain confidentiality of customer, employee, and company information.
• Perform other related duties as assigned.

Education & Experience

• High School Diploma or GED required.
• Associate degree in Business, Marketing, Communications, or a related field preferred.
• Minimum of two years of relevant experience in customer service, sales support, order processing, manufacturing administration, project coordination, or a related function.
• Manufacturing environment experience preferred.
• Experience using ERP and CRM systems preferred.
• Salesforce CRM experience preferred.
• Process Street or similar workflow management software experience preferred.

Knowledge, Skills & Competencies

• Excellent written and verbal communication skills.
• Strong customer service orientation and professional demeanor.
• Exceptional attention to detail and commitment to accuracy.
• Strong organizational and time-management abilities.
• Ability to manage multiple priorities and deadlines simultaneously.
• Strong problem-solving and critical-thinking skills.
• Ability to work independently while effectively collaborating across departments.
• Proficiency with Microsoft Outlook, Word, Excel, Teams, and PowerPoint.
• Ability to learn and effectively use ERP, CRM, ticketing, and workflow management systems.
• Demonstrated customer focus, accountability, teamwork, organization, and continuous improvement mindset.

Working Conditions

• Primarily office-based at the RICO Manufacturing campus.
• Frequent computer, telephone, and electronic communication use.
• Occasional visits to manufacturing and production areas.
• Ability to occasionally lift up to 15 pounds.
• Some business travel may be required.

The Customer Communications & Sales Coordinator is a key contributor supporting RICO's sales, customer service, and order fulfillment activities. This position serves as a primary communication link between customers and internal departments throughout the order lifecycle-from purchase order receipt through production, shipment, and post-sale support.

The successful candidate will be highly organized, detail-oriented, and customer-focused, with strong communication skills and the ability to manage multiple priorities in a fast-paced manufacturing environment. This role helps ensure orders are processed accurately, customers remain informed, documentation is properly maintained, and internal teams are aligned throughout the customer experience.