Customer Experience Coordinator

Key Responsibilities & Performance Goals

• Order Review and Verification: Review and verify all incoming Horizontal cable orders for accuracy and completeness. Contact guests/retailers for corrections if necessary, ensuring all discrepancies are resolved within 48 hours.
• Order Coordination for Will Calls: Confirm and communicate will call readiness to customers in coordination with the retail customer service team, ensuring all orders are confirmed the same day.
• RMA Processing: Obtain and enter Retail Order Numbers for returns, ensuring 100% accuracy within a 3-day timeline.
• ECN Requests: Enter necessary information to update Williams and ARIA products in JDE ERP, meeting 100% accuracy requirements.
• First Line Customer Support: Act as the primary point of contact for retail customer service calls and emails, providing information as needed and responding to 75% of inquiries within 24 hours while maintaining a 95% customer satisfaction rate.
• Data Management: Maintain accurate and up-to-date records of customer cable orders, RFEs, and communications in the CRM system, ensuring 100% data accuracy and updating all orders within the same business day.
• Process Improvement: Identify and submit 1 actionable process improvement idea per quarter, participating in cross-functional team initiatives.
• Additional Duties: Support cross-functional teams and additional tasks as needed to maintain operational efficiency.

Qualifications & Skills

• High school diploma or equivalent, with a bachelor’s degree preferred
• Proven experience in customer service and intermediate administrative roles (2+ years preferred)
• Familiarity with warehouse or building products is a plus
• Proficiency in Microsoft Office Suite and CRM systems
• Excellent communication and organizational skills
• Ability to work in a fast-paced environment with multiple priorities