Customer Experience Coordinator
Key Responsibilities & Performance Goals
Order Review and Verification Cable Orders
Task: Review and verify all incoming Horizontal cable orders for accuracy and completeness. If errors detected or assumed, contact guest/retailer to communicate visible order discrepancies requiring corrective action for processing.
Performance Indicator: Resolve 100% of order discrepancies within 48 hours of identification.
Order Coordination for Will Calls
Task: Confirm and communicate will call readiness to customer for pick up at plant in coordination with the retail customer service team
Performance Indicator: 95% of will call orders confirmation with store or guest the same day inquiries arise.
Process RMA’s
Task: Obtain original Retail Order Number and enter RMA’s
Performance Indicator: 100% accuracy in RMA entry to complete the transaction with a 3-day timeline.
Performance Indicator: Meet 100% of the requirements to process an RMA.
ECN requester related to all Williams and ARIA new parts, or existing product changes into JDE ERP
Task: Enter pertinent information required to affect changes to Williams and ARIA products as needed in a timely manner
Performance Indicator: Meet 100% of the requirements to process changes and updates.
First Line Customer Communication and Support
Task: Function as the first point of contact for inbound retail customer service calls/emails and working with sales, engineering or production as needed to provide information needed.
Performance Indicator: Respond to 75% of customer inquiries as they come in via phone or email within 24 hours, maintaining a customer satisfaction rating of 95%.
Data Management
Task: Maintain up-to-date and accurate records of customer cable orders, RFE, and communications in the CRM system.
Performance Indicator: 100% data accuracy in CRM records, with all orders updated within the same business day.
Process Improvement
Task: Identify opportunities for improving order processing efficiency.
Performance Indicator: Submit 1 actionable process improvement ideas per quarter and participate in cross-functional team initiatives.
Additional Duties as Assigned
Task: Support cross-functional teams and additional tasks as needed to ensure operational efficiency.
Performance Indicator: Demonstrate flexibility and timely completion of assigned tasks.
High school diploma or equivalent (bachelor’s preferred).
Proven experience in customer service, intermediate administrative roles (2+ years preferred).
Familiarity with warehouse or building products is a plus.
Proficiency in Microsoft Office Suite and CRM systems required.
Excellent communication and organizational skills.
Ability to thrive in a fast-paced environment with multiple priorities.
Office-based role with regular interaction across departments, including sales, production, engineering, production, warehouse, and logistics.
Regular performance reviews will assess order accuracy, customer satisfaction, communication efficiency, and adherence to scheduling timelines.
Success in this role contributes to the smooth flow of established process flow and high levels of customer satisfaction in the rail industry.