Customer Service Coordinator - Hybrid Schedule, Loma Linda, CA

Responsibilities

• Regularly collaborate with team members to support assigned customers
• Coordinate with various departments to ensure high level operational issues are resolved completely and in a timely manner on behalf of the customer
• Provide back up support across all functions within customer team to ensure continuity
• Regularly share best practices and learning opportunities with peers across all Customer Experience teams
• Receive customer calls/emails, engaging with a warm, pleasant, and helpful attitude
• Identify customer needs
• Enter orders into the ERP system timely and accurately
• Ensure all other needs are identified and met by engaging with the customer
• Identify customer problems and resolve timely either directly or through other departments for resolution; maintain communication with the customer throughout the process
• Immediately contact the appropriate group(s) when a customer requires additional service and the call comes to the CSC; ensure a successful transfer of the call (if need be) is made to the appropriate person
• Manage and execute upon other methods of communication and requests for delivery (e.g. inventory managed orders, third party portal, customer website, carrier managed)
• Ensure all loads requested are entered are successfully and order number is provided to the customer
• Work with logistics to confirm carrier availability and communicate confirmation back to the customer
• In the event that the logistics team is unable to secure a carrier, escalate to other departments as needed for support and communicate status of efforts throughout to ensure all parties are aware of efforts and plans
• Keep customer informed of their order status at all times, no exceptions
• Greet customers warmly and ascertain problem or reason for calling
• Resolve customer complaints by troubleshooting and/or engaging necessary internal departments or CRM
• Ensure that customer communication is thorough and that realistic expectations are communicated
• Ensure that all customer requests are completed, even after handoff or escalation to other departments
• Verify that customer is satisfied with resolution or action plans

Qualifications & Characteristics

• Enthusiastic
• Effective problem solving
• Efficient decision making

Position Requirements

• Formal Education & Certification: High School Diploma required
• Knowledge & Experience: Customer Service experience required
• Team environment: Moderate to advanced knowledge of Microsoft Outlook Basic Excel and Outlook proficiency required

Pay and Benefits

• Pay range is $21 - $24/hour
• Annual bonus of $1,500.00
• Vacation (2+ weeks annually, depending on tenure)
• Sick Leave (5 days annually)
• Full benefits information can be found here: https://communications.aleragroup.com/Mansfield2026/