The Technical Customer Service Coordinator supports Infinity Machine & Engineering by managing upgrades, shipments, technical billing, and customer service tasks. This role ensures accurate processing of upgrade orders, timely international and domestic shipments, proper billing for technical services, and serves as a backup for sales order processing and phone support. The position requires strong organizational skills, attention to detail, and the ability to coordinate effectively with internal teams, vendors, and customers worldwide. 

Key Responsibilities 

• Shipments & Logistics 

• Coordinate and process international and domestic shipments, including documentation, freight arrangements, and compliance with customs requirements. 

• Ensure accurate packaging, labeling, and tracking of shipments to meet deadlines. 

• Upgrade Orders & Manuals 

• Process and track upgrade orders through fulfillment. 

• Maintain and distribute updated manuals and technical documentation with shipments and upgrades. 

• Ensure customers receive the latest upgrade information. 

• Technical Billing 

• Prepare and process billing for technical services, upgrades, and shipments. 

• Ensure invoices are accurate, timely, and aligned with company policies. 

• Sales Order Support 

• Create a spare parts report for each checkout.  

• Serve as a backup for processing sales orders, ensuring smooth workflow during peak times or absences. 

• Coordinate with the sales team to confirm order details and fulfillment timelines. 

• Provide phone support by answering calls promptly, directing inquiries, and assisting customers or internal teams as needed.  

• Cross-Department Collaboration 

• Work closely with engineering, sales, and customer service teams to ensure accurate order execution. 

• Provide updates on order/shipment status to internal teams and customers as needed. 

Qualifications 

• Associate’s or Bachelor’s degree preferred but not required. 

• 2+ years of experience in shipping/logistics, order processing, or related operations role a plus. 

• Knowledge of international shipping regulations and export compliance is beneficial. 

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook). 

• Strong attention to detail, organizational, and communication skills. 

Key Skills 

• Logistics coordination 

• Order and billing accuracy 

• Documentation and compliance 

• Cross-functional teamwork 

• Customer communication