OVERVIEW:

The Customer Service Coordinator works directly with the Customer Service Supervisor and Customer Service Team by overseeing the day-to-day operations that includes order processing, work distribution, order prioritization, and team compliance with procedures and tradeshow responsibilities. The coordinator works with accounts associated with all Sales channels and Business Development Managers to resolve high level and complex issues while providing positive customer experience through creative solutions. The coordinator builds and maintains positive employee engagement by fostering a customer-centric culture aligning with our core values to promote high performing customer service representatives.

Customer Service Coordinator Responsibilities.

• Professionally multi-task between handling incoming requests (calls, email, Salesforce,etc.) from team members, Accounts/Business Development Manager/Management and process all inquiries promptly with accurate service.
• Responsible for resolution and follow-up regarding inquiries to ensure accurate resolution.
• Responsible for coordinating training for new hires on procedures and process, train the team on new processes, and identifying training opportunities as needed.
• Monitor incoming inquiries/orders by distributing to team and identify prioritization to ensure deadlines are met by team members.
• Performing specialized tasks, including Tradeshows, indirectly managing team members, and establishing strong relationships with the team, customers, Business Development Managers, cross-functional teams and leadership.
• Assist with challenging accounts and team requests or issue escalations as needed to identify customer needs, issues, and perceptions.
• Manage multiple tasks effectively to meet multiple daily/monthly metrics and deadlines.
• Prepare and review routine reports as assigned leadership.
• Solid knowledge of products and promotions to ensure the team is trained successfully.
• Serve as a project lead to assist with department initiatives, coordinates team projects, manages tradeshows from end to end to ensure successful completion of tasks.
• Ability to simplify complex problems and build solutions by seeking ways to streamline processes by working closely with the leadership team to implement changes to meet company goals and expectations.
• Serves as a back-up for in-office needs and other business processes as needed including International Distributors, Specialized Accounts, Returns, Staff and New Accounts.
• Excellent and solid communication skills.
• Detail oriented.
• Excellent and solid time management skills.

Customer Service Qualification and Requirements

• This role requires a minimum of 3 years in the Customer Service Rep role with a proven track record of high performance.
• Highly developed sense of integrity and commitment to customer satisfaction
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Excellent communication skills to effectively interact with customers and employees, both written and verbal.
• Ability to work positively and effectively in a team.
• Solid attention to detail and accuracy and analytical skills
• Ability to think creatively.
• Strong organizational and multitasking skills to provide effective support to BDM’s, RSD’s, team members, and customers.
• Strong customer service skills.
• Excellent and solid problem-solving skills.
• Proven ability to work in a fast-paced and deadline-driven environment.
• Strong ability to muti-task, prioritize and manage time effectively.
• Identify operational efficiency processes and standards.
• Possess a positive attitude, strong work ethic and have a resilient mindset with a detailed oriented demeanor applied to all tasks.
• Ability to work and function effectively within a team environment and collaborate.
• Extensive Knowledge of Microsoft Office Applications (Excel, Work, Teams), SAP, FedEx Ship Manager, Salesforce
• Available to work a flexible schedule, specifically when CSR’s are on PTO, end of month, end of quarter, may require mandatory extended hours/weekends.
• This position will require 3-4 in-office days depending on business needs, with some work from home opportunities.