Customer Service Coordinator - Hybrid Schedule, Loma Linda, CA

Responsibilities

• Regularly collaborate with team members to support assigned customers
• Cook 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 and 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 them 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
• In addition to inbound phone calls and email, other methods of communication and requests for delivery need to be managed and executed upon by the CSC (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

Requirements

• High School Diploma required
• Customer Service experience required
• Moderate to advanced knowledge of Microsoft Outlook
• Basic Excel and Outlook proficiency required

Qualifications & Characteristics

• Enthusiastic
• Effective problem solving
• Efficient decision making

Work Environment

• 40-hour on-site work week, that may require on-call or modified schedule (hybrid schedule available after training is completed. Training for this role typically takes 6 months, during which time you will be in the office 100% of the time)
• Sitting for extended periods of time
• Weekend work may be required at times and coordinated in advance with your supervisor
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

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/