Coordinator, Customer Care

About the role

The Customer Care Coordinator provides assistance in all customer-related matters and assists Customer Service Representatives. This role is based at 29 Palms, working Monday through Friday from 7:30 AM to 4 PM (with possible variations).

Responsibilities

• Maintain a positive and friendly demeanor when assisting customers.
• Navigate Axapta to create and release sales orders.
• Communicate with customers and vendors throughout the entire sales order process via phone or email.
• Know how to quote on contracts and follow up on quotes.
• Call customers for additional information as needed.
• Ensure that sales orders are routinely reconciled with material on hand or on order to maximize sales and reduce customer wait time.
• Cook up and deliver orders.
• Maintain a list of all customers to include email and phone numbers.
• Use this list to obtain more of their business.
• Absorb customer service representatives at the checkout counters as needed to reduce customer wait times.
• Follow up with customers by conducting a survey asking basic questions, i.e. Was product satisfactory? Was it delivered on time? Would you do business with us again?
• Create a report that will track the progress of the sales orders and their impact on the budgeted sales for the BSC through use of AX and/or Excel spreadsheet.
• Work closely with management to ensure material needed to fill sales orders is on order and has good supply/shipping status.
• Create, modify and email various Excel spreadsheets as required by management, purchasing and replenishment.
• Ensure that customers are aware of our BUYBSC website and assist with customer set up for the site.
• Ensure that customers are aware and understand the DOD Emall program and know how to maneuver through the website in select stores.
• Ensure that all daily price changes are published and displayed as instructed.
• Be instrumental in utilizing current marketing tools to seek additional sales.
• Merchandize and replenish shelves as necessary.
• Interact with vendor reps during their normal sales calls. Ask questions about products to gain a better understanding of their uses.
• Other duties as assigned.

Qualifications

• High school graduate with one year relevant work experience.
• Basic retail knowledge.
• Accuracy with computerized checkout systems.
• Interpersonal skills dealing with and communicating with customers, vendors, company divisions, co-workers and management.