Commercial Assistant & Customer Account Coordinator 

Job Title: Commercial Assistant & Customer Account Coordinator

Department: Commercial Operations Department

Reports To: Commercial Manager

Status: Full-Time, non-exempt

Pay Range: $21.00 – $25.00

SUMMARY:

The Commercial Assistant in the Commercial Operations Department and Customer Account Coordinator will be responsible for assisting the Commercial Operations Department as it relates to: Order Quotation, Entry, Processing, RMAs, Shipping, and Customer Account Maintenance.

This role also coordinates business partner and distributor account maintenance, including updating records in SAP and HubSpot (ownership, addresses, contact details, and representative lists) our ERP and CRM systems, coordinating onboarding and offboarding of domestic and international distributors, preparing authorization letters and price lists, maintaining contact databases, and assisting with distributor visits and training events.

The successful candidate will have experience in a customer-focused environment, preferably within import/export manufacturing, with strong proficiency in Microsoft Office (particularly Excel) and a working knowledge of ERP systems. They will have a pleasant phone presence and be comfortable serving as a first point of contact, communicating directly with customers by phone or email. Attention to detail, the ability to work efficiently in a fast-paced environment and accurately following written and verbal instructions are essential. The candidate must also be confident handling conflict-related situations, ensuring customers are supported in alignment with company policies and procedures. Independence, initiative, and sound judgment are required.

The ideal candidate will be responsible, dependable, and highly organized, with a strong work ethic, punctuality, and trustworthiness. They will maintain a professional appearance and workspace, demonstrate a positive attitude, and communicate respectfully and effectively with both customers and colleagues. At Rudolph, we strive for continuous improvement and maintain a professional, drama-free workplace where gossip and negativity are not tolerated — the right candidate will contribute to a collaborative, supportive, and solutions-oriented environment.

Benefits:

401(k)
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Vision insurance

WORK PERFORMED:

Daily:

• Quotations (Instruments, Parts and Accessories)

• Order Entry, Order Processing

• Preparation of Order Acknowledgements

• Preparation of Shipments/Shipping Labels-Cartons and Courier

• Provides Customers with information regarding shipments

• Responds to Customer Inquiries via email or phone

• Shares responsibility for answering the Company phone

• Follow-up on “Payment Pending” orders

• Enter and maintain CRM information

• Other duties as assigned

Weekly:

• Follow up on Order Status internally

• IQOQ Notebook Completion for Shipment

Monthly:

• End of month activities as assigned, to include IQOQ Notebooks and Order Folders

Customer Account Coordinator Responsibilities

• Business Partner Maintenance Coordinator (SAP & CRM) • Updating changes in ownership, addresses, contact information, etc.

• Rep List Management

• Distributor Maintenance Coordinator – International and Domestic • Onboarding, Offboarding, Authorization Letters, Price Lists, Contact Info, etc.

• Assist Administrative Assistant in coordination of all distributor visits and trainings

As Needed:

• Assist with the shipment of Specialty Products

• Assist with Sales/Service/Distributor Trainings and other events

• Process Return Material Authorizations

• Interface with other Departments, i.e., Status of Orders

• Prepare and ship promotional items and product literature

General Duties:

• Other duties as assigned

QUALIFICATIONS:

Experience:

• Proven experience in a Customer Centric Environment

• Experience with Microsoft Word and Outlook

• Strong Excel skills required

• Experience with SAP or an ERP system a plus

Education:

• Minimum of Associates Degree – Business Administration preferred

Interpersonal Skills:

• Superior organizational skills

• Ability to multi-task

• Professional approach and attitude

• Diplomatic communication skills and ability to field inquiries in a professional manner.

• Ability to adapt to a growing business environment

• Willing and able to take initiative

WORKING CONDITIONS:

• Shared Cubicle Office Space

• Required to work business hours

• Regular interaction with customers and fellow employees

• Rudolph Research Analytical is a respectful, professional environment

Core Values Alignment This position requires a strong commitment to Rudolph’s core values:

• Excellence in order processing, customer communication, and accuracy of documentation.

• Customer Centricity by providing professional, timely, and respectful support to customers, distributors, and business partners.

• Dependability in attendance, managing deadlines, handling customer inquiries, and maintaining accurate records in ERP and CRM systems.

• Respectfulness when collaborating across departments, assisting colleagues, and representing Rudolph to external partners.

• Flexibility/Adaptability in handling varied responsibilities—from order management and shipping to distributor support and phone coverage.

• Proactivity in addressing customer needs, identifying potential issues, and suggesting solutions.

• Commitment to Continuous Improvement by constantly seeking ways to strengthen processes and procedures, improve efficiencies, and maintain a professional, organized, drama-free workplace that supports teamwork and growth.

PHYSICAL DEMANDS:

• 70% of the time spent sitting in an office setting

• 30% preparing materials for shipment

• Must be able to able to lift and manage file folders and boxes up to 30lbs

HOURS:

• Monday thru Friday – 8:30 a.m. to 5:00 p.m.