Customer Service Coordinator

The Customer Service Coordinator is responsible for supporting the day-to-day success of the Customer Service team by assisting the Customer Service Manager. This role manages customer accounts while maintaining a collaborative internal Customer Service team.

This role provides hands-on support during busy periods, facilitates effective communication across teams, and help drive continuous improvement by evaluating procedures and supporting company goals.

Success in this role requires strong leadership, collaboration, sound judgment, confidentiality, and a commitment to developing team members while delivering an outstanding customer experience.

About Imperial (IDI)

Imperial, founded in 1939 and headquartered in Worcester, MA, is a leading privately lead distributor of supermarket non-foods. We’ve helped our partners grow smarter and stronger—offering unmatched product selection, customized programs, and expert retail support across health and beauty care, seasonal items, general merchandise categories. With more than 700 associates and a state-of-the-art distribution center, Imperial serves chain and independent retailers across 22 states. Imperial is recognized throughout the Northeast and Mid-Atlantic for excellence in distribution, merchandising, and category management.

What sets us apart? Our singular focus is on providing retailers with the value, innovation, and differentiation they need to thrive in today's dynamic marketplace.

Our Mission prioritizes people, embraces change, and fosters growth. And our Vision is to redefine partnership with a lasting impact on our customers, communities, and the industry. At the center of it all is our amazing team.

Essential Responsibilities and Duties Include:

• Review and prepare reports necessary for flow of customer service team (i.e. Excess Shipper Report, Missed Truck Report, Open Order Reports to CS Team)

• Send weekly update email to CS Team for collaboration and consistently purposes.

• Department trainer – ensuring new hires are trained for success

• Work collaboratively with internal departments to navigate solutions in regards to errors, order coordination, customer questions, and inventory inquiries by successfully navigating and utilizing the AS400 System.

• Evaluate work procedures (SOPs) and processes within department that align with companies strategic goals.

• Provide timely feedback to the Customer Service Manager regarding service issues or customer concerns during weekly meetings or sooner as necessary.

• Partner with sales leadership team and sales team members to meet and exceed customer service expectations.

• Level of discretion pertaining to confidential information

• Perform other related duties as assigned.

Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job.

• High School Diploma or GED

• At least 3 years in customer support role

• Strong attention to detail with a commitment to accuracy and thoroughness

• Strong understanding of retail operations, particularly sales floor activities and merchandising.

• Knowledge of product allocation processes, including inventory availability and store requirements.

• Strong understanding of the complete order process, from product availability and order entry through processing, invoicing, and delivery, including resolving order discrepancies, product shortages, and delivery issues.

• Experience managing a team, overseeing daily activities, providing guidance, and ensuring customer service issues are resolved in a timely manner.

• Excellent communication skills, with the ability to make sound, informed decisions

• Skilled in telephone etiquette, verbal communication, active listening, and maintaining a high level of professionalism and customer focus

• Intermediate in Microsoft Outlook and Word and Excel (intermediate to advanced), with solid data entry capabilities

• Proven ability to effectively prioritize, respond to, and meet deadlines while maintaining the highest standards of completeness and accuracy, including flexibility to work additional hours when necessary.

• Approaches both positive and challenging situations with clarity, empathy, and composure.

Why Join Us

• Growth Culture: Opportunities for professional advancement

• Employee Perks: Discounted product store, food events, and summer food trucks

• Comprehensive Benefits: Health, dental, vision, 401(k), bonus, PTO and more

**A full comprehensive job description will be available during the interview process, this is a condensed job posting.