Customer Care Coordinator

About the role

Our Customer Service Rep will have full ownership and responsibility for customer engagement and satisfaction as assigned within a specific sales region/territory. This will involve the full customer experience within the sales cycle from inquiries/quotes/RMA’s to order entry and quality on-time product delivery. Along with teammates and department heads, this individual will be responsible for supporting the company’s overall sales strategy and profit objectives while ensuring a 100% positive customer experience for all customers. This position will also answer incoming phone calls and monitor front reception/lobby.

Responsibilities

• Process all orders and order acknowledgements accurately and within a timely manner including managing customer portals.
• Lead by example to provide exemplary support and services to the customers in the assigned region
• Execute all post-sale activities including expedites, backorders and quality issues providing industry leading customer service and support.
• Liaise with regional sales manager(s) to identifying new project opportunities for follow-up; driving key relationships with procurement (buyers and planners), et al.
• Be the customer advocate with internal engineering, manufacturing, production, quality, purchasing and credit departments to ensure timely and accurate resolution of any customer issues escalating as necessary to guarantee customer satisfaction and improve inside sales/customer service processes
• Utilize CRM system to record progress/activities driving customer engagements contributing to sales and profit growth for assigned regions.
• Provide and fulfill reporting requirements for territory support.
• Be an “outside-of-the box” thinker and bring new thoughts, ideas, process suggestions to manager for consideration.

Requirements

• Minimum 2-5 years customer service and/or project management experience in a fast-paced manufacturing or office environment
• Lean, 5S, Kaizen, lean deployment experience preferred
• Ability to multi-task in a fast-paced work environment
• Sense of urgency and willingness to do what it takes to satisfy our customer.
• Ability to analyze requests (both internal and external) and understand C/A Design systems well enough to retrieve data to support requests
• Proven team player and leader; a great teammate that brings out the best in their teammates
• Demonstrated decision making skills – ability to analyze, evaluate and make decisions in the best interest of the company
• Strong organizational skills; analytical and metrics driven approach to driving results
• Goal oriented; ability to prioritize and deliver on key objectives
• Excellent oral and written communication skills
• Winning attitude and competitive spirit
• Strong PC skills and experience with ERP and CRM system(s); (preferably Microsoft AX ERP and Salesforce CRM). Proficient with Microsoft Office.
• Physical Requirements: Ability