Client Care Coordinator, Madison Flagship

Job Responsibilities

• Coordinate all repair and aftercare requests from intake through final client delivery.
• Receive, inspect, and verify incoming products against supporting documentation.
• Assess repair requirements and ensure all necessary information is accurately documented.
• Create repair orders, shipping labels, and track products throughout the repair lifecycle.
• Cook shipments with logistics providers to ensure timely and secure transportation.
• Monitor repair status and proactively communicate updates to clients and internal partners.
• Manage replacements, upgrades, and products deemed beyond economical repair.
• Order and coordinate spare parts as required.
• Maintain organization of repair inventory, supplies, and related materials.

Client Experience

• Deliver outstanding customer service by providing timely, accurate, and professional support.
• Respond to a high volume of client inquiries via phone, email, and in person.
• Provide repair estimates, quotes, expected completion dates, and shipping information.
• Resolve customer concerns and complaints with empathy while identifying appropriate solutions.
• Follow up with clients to ensure satisfaction upon repair completion.
• Build strong relationships with clients through proactive communication and service excellence.

Administration & Documentation

• Maintain accurate records within company systems, including RMS, CEGID, Salesforce, or other business platforms.
• Process repair orders, quotations, invoices, payments, and related documentation.
• Track quotation approvals, modifications, and customer follow-ups.
• Maintain complete documentation of customer interactions and repair history.

Operations & Continuous Improvement

• Monitor repair turnaround times and support achievement of service level expectations.
• Identify operational issues and recommend process improvements to enhance efficiency.
• Assist with reporting, KPI tracking, and data accuracy.
• Support implementation of new procedures and operational initiatives.
• Maintain inventory of repair supplies and coordinate replenishment as needed.