Customer Experience Coordinator

About the role

The Customer Experience Coordinator is an on-site role based in Eagan, MN. This position requires availability Monday through Friday, from 8:00 AM to 4:30 PM.

Responsibilities

• Order Review and Verification – Cable Orders: 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: 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: 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. 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: 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: 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: 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: 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: Support cross-functional teams and additional tasks as needed to ensure operational efficiency. Performance Indicator: Demonstrate flexibility and timely completion of assigned tasks.

Qualifications

• 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.

Pay

The hourly compensation for this position ranges from $23 to $25 per hour.

Schedule

Monday through Friday, 8:00 AM to 4:30 PM.