What are the responsibilities and job description for the Customer Experience Coordinator position at Austin Cutlery & Tool?
On-site | Monday–Friday, 8:00 AM–5:00 PM | Georgetown, TX | Full-Time
Austin Cutlery & Tool is growing, and we’re looking for our next Customer Experience Coordinator. You’ll be the first voice our customers hear and the first face visitors see at ACT. You’ll work closely with our Customer Experience Manager, the warehouse and shipping team, and finance. You’ll also represent a portfolio of premium culinary and foodservice brands, including Cangshan Cutlery and New Star Foodservice.
Responsibilities:
- Own Warranty Claims from Start to Finish: Manage warranty claims throughout the entire resolution process, including documentation, coordination, follow-up, and communication. Track each claim to ensure timely resolution and a positive customer experience.
- Support Customer Order Inquiries: Serve as a point of contact for B2C customers with questions about existing orders, shipping status, returns, and related concerns. Research issues, coordinate with internal teams, and provide timely, accurate updates without owning order entry.
- Process Returns: Process and track return merchandise authorizations (RMAs) in SAP S/4HANA and follow each case through completion.
- Deliver Exceptional Customer Support: Respond to customer calls and emails with professionalism, empathy, and accurate product information. Take ownership of customer concerns, resolve issues within your scope, and escalate when needed to ensure customers receive the right answers.
- Provide Office Support: Create a welcoming first impression by greeting visitors professionally, directing them to the appropriate team member, and answering and routing incoming calls and general inquiries. Support daily office operations by receiving and distributing mail, packages, and product samples while helping maintain an organized and efficient workplace. Assist with planning and coordinating office events, team gatherings, company cookouts, and holiday celebrations that strengthen employee engagement and
What Success Looks Like:
- Customers receive timely, professional responses, within the appropriate timeline.
- Orders, returns, and warranty records in SAP are accurate and complete.
- RMAs and warranty claims are closed on time with full documentation.
- Guests and team members walk into a welcoming, organized office.
Must-Haves:
- Preferred: 2 years of college education
- 2 years of customer service, administrative, or related experience.
- Microsoft Office Proficiency: Demonstrated proficiency in Microsoft Office, particularly Excel and Outlook, with the ability to manage information, track details, and communicate effectively.
- Organization & Multitasking: Exceptional organizational skills and attention to detail, with the ability to prioritize competing demands and stay composed in a fast-paced environment while managing incoming calls, assisting guests, and tracking open warranty claims
- Communication & Customer Service: Strong written and verbal communication skills, a friendly and professional demeanor, and a customer-first mindset focused on delivering a positive experience.
- Judgment & Problem-Solving: Sound judgment and a proactive, solutions-oriented approach, with the ability to resolve issues independently, recognize when additional support is needed, and escalate appropriately.
Nice-to-Haves:
- ERP experience, ideally SAP S/4HANA
- Adept at database navigation and quick to adopt new technology
- Experience processing RMAs and warranty claims.
- A genuine interest in cutlery, cooking, or the culinary and foodservice space.
Our Culture:
- We operate by C.R.E.A.T.E: Collaboration, Respect, Excellence, Accountability, and Trust every day!