Customer Service Coordinator

Job Description

We are seeking a detail-oriented and proactive Customer Service Coordinator to join our team. In this role, you will oversee the full return lifecycle of leased reusable parcel products, ensuring timely coordination and clear communication with customers. By managing processes efficiently and following through on operational tasks, you will play a vital part in protecting company assets and optimizing return performance. This role reports to the Service Delivery Manager.

CSafe offers the most comprehensive temperature-management packaging solutions for pharmaceutical cold chain shipping needs around the world to ensure patients receive life enhancing products. With a “patient-centered” focus, deep industry expertise and commitment to innovation, CSafe continues to deliver industry-leading solutions across multiple business segments. Our team operates with curiosity, humility, accountability and entrepreneurial spirit to deliver on our vision and mission.

What You’ll Do:

• Coordinate and manage return requests for reusable parcel products from customers
• Monitor return timelines to ensure compliance with lease agreements
• Track product status through to confirmed receipt at designated facilities
• Maintain accurate records of product movements and return confirmations
• Ensure internal systems are updated with return status and tracking information
• Provide proactive updates on return status and issue resolution
• Conduct timely follow-up on all pending returns
• Serve as the primary point of contact for customers regarding return logistics
• Clearly communicate return instructions, documentation requirements, and timelines
• Conduct follow-up calls and email outreach to ensure timely execution
• Partner with internal operations and transportation teams to schedule returns
• Confirm carrier arrangements and ensure documentation accuracy
• Oversee completion of return documentation in a timely and accurate manner
• Identify and escalate delays, discrepancies, or operational risks
• Support resolution of damages, missing assets, or compliance issues
• Escalate high-risk accounts or overdue returns as appropriate
• Support billing adjustments and lease closure processes as required
• Coordinate with Finance on lease closure and reconciliation matters
• Work closely with Sales to support customer relationship continuity
• Maintain accurate tracking and documentation of all returns
• Work in the office three to four days per week.

What You’ll Bring:

• University Degree
• 2+ years of customer service, logistics, or supply chain experience preferably in a leasing/technical company
• Strong written and verbal communication skills.
• Ability to manage multiple accounts and deadlines simultaneously.
• Ability to maintain a professional demeanor and excellent working relationships with internal and external customers in a fast-paced environment.
• Strong team player.
• Strong interpersonal skills.
• Detail-oriented with strong organizational skills.
• Proficiency in Microsoft Office and CRM/ERP systems.
• Ability to work cross-functionally in a fast-paced environment.

Why Join Us?

At CSafe, we foster an exciting, collaborative, and inclusive work environment that promotes both personal and professional growth. Here’s what we offer to our employees:

• Paid Time OFF (PTO) starting at 25 days & Paid Holidays
• Medical, Dental and Vision Insurance
• 401k with Employer Match
• Group Life & Disability
• Health Spending