Customer Operations Coordinator

About the Role

Northern Air Systems is looking for a Customer Operations Coordinator to join our team in Rochester, NY. This is a hands-on, cross-functional role for an organized and proactive professional who enjoys keeping things moving, solving problems, and making sure customers receive the information and support they need.

As a Customer Operations Coordinator, you’ll serve as an important connection point between our customers and internal teams. You’ll coordinate customer orders, maintain accurate ERP information, manage documentation, follow up on open items, and work closely with Sales, Engineering, Production, Accounting, and other departments to help ensure customer requirements are delivered accurately and on time.

If you’re someone who takes ownership, pays attention to the details, communicates well, and enjoys being the person who keeps projects and customer requests on track, this could be a great opportunity for you.

What You’ll Do

• Process customer orders accurately and in accordance with company procedures.
• Prepare and send Sales Order Acknowledgments and Order Confirmations to customers.
• Create work tickets and ensure information is complete and accurate for internal processing.
• Maintain customer, contact, order, and operational information within the ERP system.
• Monitor and maintain ERP data to ensure accuracy throughout the customer order process.
• Track customer orders, invoices, approvals, and related documentation.
• Coordinate engineering submittals, monitor customer approvals, and follow up on outstanding items.
• Respond to customer requests for product information and supporting documentation, including photos, test reports, certifications, and other materials.
• Coordinate with Sales, Engineering, Production, Accounting, and other internal departments to keep customer requirements moving forward.
• Monitor outstanding customer requests and proactively follow up to help ensure timely resolution.
• Assist with customer correspondence and day-to-day communication.
• Create, maintain, and distribute reports as needed.
• Coordinate shipment-related documentation when required.
• Maintain organized and accurate records related to customer orders and requests.
• Assist the Customer Operations Manager with departmental processes, reporting, administrative activities, and special projects.
• Help document and standardize Customer Operations procedures.
• Identify opportunities to improve processes, communication, accuracy, and efficiency.
• Take on additional responsibilities and projects as business needs evolve.

What We’re Looking For

We’re looking for someone who is organized, dependable, detail-oriented, and comfortable working across multiple teams.

Preferred Qualifications

• 2–5 years of experience in customer operations, customer service, order administration, sales support, manufacturing operations, or a related field.
• Experience working with an ERP system; manufacturing or industrial experience is a plus.
• Strong written and verbal communication skills.
• Excellent attention to detail and data accuracy.
• Strong follow-up and time-management skills.
• Ability to prioritize multiple customer requests and deadlines.
• Comfortable communicating with both customers and internal departments.
• Proficiency with Microsoft Office, particularly Excel, Word, and Outlook.
• Strong problem-solving skills and a willingness to take initiative.
• Ability to work independently while contributing effectively within a team environment.

Why This Role Matters

Customer Operations is at the center of making sure customer commitments become reality. You’ll have visibility into the full order process and work with a wide range of people and departments to help solve issues, coordinate requirements, and keep orders progressing.

This role is a great fit for someone who likes variety, collaboration, organization, and ownership—and who takes pride in getting the details right.

About Northern Air Systems

Northern Air Systems is based in Rochester, NY, and provides innovative air conditioning and environmental control solutions. Our team combines engineering expertise, manufacturing capabilities, and customer-focused support to deliver solutions for demanding applications.

At Northern Air Systems, every team member contributes to our success. We value people who are collaborative, accountable, adaptable, and committed to doing quality work.

Apply Today

If you’re an organized customer operations professional looking for an opportunity to make a meaningful impact while working closely with customers and a variety of internal teams, we’d like to hear from you.

Join Northern Air Systems and help keep our customers—and our operations—moving forward.