Customer Experience Coordinator

About the role

The Customer Experience Coordinator will assist as a direct link between the Customer, Sales Team, and internal personnel. The position includes a limited sales capacity, maintaining customer relationships, providing ongoing support, addressing various customer needs, addressing inquiries regarding products, and helping them make informed decisions about products to purchase.

Responsibilities

• Answer incoming phone calls, customer support emails and customer chats while providing a first-class customer experience
• Evaluate and write up incoming orders and present them to the Processing Department
• Assist customers with product inquiries regarding inventory, pricing, incoming orders, back orders, and returned goods
• Have a basic understanding of company product knowledge to properly address customer questions and concerns. Offer customers alternative products or additional products to boost sales and provide first-class customer service.
• Provide customer outreach when necessary to relay and evaluate any pending issues.
• Communicate cross-functionally with processing team/Account Managers to ensure orders are processed accurately inclusive of; price validation, shipping methods/costs, backorders etc.
• Communicate with account managers to address any customer concerns.
• Process all paperwork for customer orders/RMAs/backorders etc
• Compile pertinent customer data in provided documentation and flag any concerns/patterns to management
• Maintain and collect accurate customer data in our ticketing, ERP and CRM platforms

Requirements

Required Skills/Abilities:

• Superior verbal and written communication skills
• Proficient in Microsoft Office Suite
• Ability to multi-task in a demanding environment
• Organized and meticulous
• Strong interpersonal skills
• CX ticketing platform experience is a plus (Zendesk/Gorgias/Kustomer/similar)

Education and Experience:

• High school degree or GED required
• A minimum of two year's related experience

Benefits

• Health Care (Medical, Dental & Vision)
• 401(k) Plan with Company Match
• Paid Time Off (Vacation, Sick & Public Holidays)
• Convenient Location with Free Parking
• Company Provided Beverages and Snacks
• Dog Friendly Work Atmosphere
• Company Gatherings and Events