What are the responsibilities and job description for the Customer Care Coordinator I position at Christie Digital Systems?
About The Opportunity
The Customer Care Coordinator serves as a key liaison between internal and external customers in designated regions across the globe. This role is responsible for timely and accurate fulfillment of customer orders, including product sales, service contracts, returns, and sales credits while building and maintaining a comprehensive knowledge base to facilitate efficient handling of customer inquiries and requests. The role involves coordinating and facilitating smooth delivery and receipt, resolving issues, and managing returns and servicing.
Responsibilities
Deliver excellent customer service by actively listening to customer inquiries, accurately documenting requests, and advocating for timely and effective resolution of issues. Ensure customer expectations are met and/or exceeded while upholding Christie's values and operational standards. Enter orders ("orders" can refer to either sales orders, service contracts, or Sales RMA orders) on time, with accuracy and in a proactive manner. Confirm receipt and status of order to customer by sending order acknowledgement or Performa Invoice according to the SOP. Validate and issue Sales RMAs for product being returned for credit and ensure all pertinent documentation are linked and filed properly. Validate and execute distribution and/or sales credit claims and ensure all pertinent documentation is linked and filed appropriately. Claims include but are not limited to: Rebates, Dealer Margins, Price Adjustments/Corrections and/or Marketing. Communicate with customers by sending denial letters and clearly explaining reasons for claim denial. Provide proactive support to customer care team members, global departments as required expediting requirements for information and coordinating all efforts in the best interest of the customer. Evaluate each request, internal form, or customer correspondence that could lead to issues, and remedy before order is processed, i.e. part number incompatibility, unrealistic deadlines, invalid credit terms, and shipping terms. Manage orders regularly by reviewing and updating pending orders every 48 hours to ensure that orders are processed with urgency. Take ownership of orders that are in queue to ensure they move through the system from receipt to invoice with efficiency meeting service level agreements. Serve as primary point of contact for designated sales region and/or territory.
Location: Hybrid position in Cypress, California
What We're Offering
A competitive salary, vacation, health & dental benefits, and employer-matched 401K pension plan. You will have opportunities to gain experience, grow and collaborate with professionals on a global reach. Whether you are working with the leading minds in the industry on high-profile projects, with internal teams to support continuous improvement, or with our customers to inspire and delight - your contributions will have an influence.
The Experience And Skills We Value
3-5 years' experience in relevant customer care position or equivalent within the AV industry or related field. Customer Experience Certificate is an asset but not required. Strong verbal and written communication including active listening, empathetic and customer-focused approach, with the ability to convey information clearly and calmly. Strong focus on customer satisfaction and service excellence.
What will put you ahead
Manage orders proactively. Have excellent written and phone communication skills. Ability to collaborate within a team. Well organized and able to prioritize tasks to accomplish assignments within parameters and deadlines.
The Customer Care Coordinator serves as a key liaison between internal and external customers in designated regions across the globe. This role is responsible for timely and accurate fulfillment of customer orders, including product sales, service contracts, returns, and sales credits while building and maintaining a comprehensive knowledge base to facilitate efficient handling of customer inquiries and requests. The role involves coordinating and facilitating smooth delivery and receipt, resolving issues, and managing returns and servicing.
Responsibilities
Deliver excellent customer service by actively listening to customer inquiries, accurately documenting requests, and advocating for timely and effective resolution of issues. Ensure customer expectations are met and/or exceeded while upholding Christie's values and operational standards. Enter orders ("orders" can refer to either sales orders, service contracts, or Sales RMA orders) on time, with accuracy and in a proactive manner. Confirm receipt and status of order to customer by sending order acknowledgement or Performa Invoice according to the SOP. Validate and issue Sales RMAs for product being returned for credit and ensure all pertinent documentation are linked and filed properly. Validate and execute distribution and/or sales credit claims and ensure all pertinent documentation is linked and filed appropriately. Claims include but are not limited to: Rebates, Dealer Margins, Price Adjustments/Corrections and/or Marketing. Communicate with customers by sending denial letters and clearly explaining reasons for claim denial. Provide proactive support to customer care team members, global departments as required expediting requirements for information and coordinating all efforts in the best interest of the customer. Evaluate each request, internal form, or customer correspondence that could lead to issues, and remedy before order is processed, i.e. part number incompatibility, unrealistic deadlines, invalid credit terms, and shipping terms. Manage orders regularly by reviewing and updating pending orders every 48 hours to ensure that orders are processed with urgency. Take ownership of orders that are in queue to ensure they move through the system from receipt to invoice with efficiency meeting service level agreements. Serve as primary point of contact for designated sales region and/or territory.
Location: Hybrid position in Cypress, California
What We're Offering
A competitive salary, vacation, health & dental benefits, and employer-matched 401K pension plan. You will have opportunities to gain experience, grow and collaborate with professionals on a global reach. Whether you are working with the leading minds in the industry on high-profile projects, with internal teams to support continuous improvement, or with our customers to inspire and delight - your contributions will have an influence.
The Experience And Skills We Value
3-5 years' experience in relevant customer care position or equivalent within the AV industry or related field. Customer Experience Certificate is an asset but not required. Strong verbal and written communication including active listening, empathetic and customer-focused approach, with the ability to convey information clearly and calmly. Strong focus on customer satisfaction and service excellence.
What will put you ahead
Manage orders proactively. Have excellent written and phone communication skills. Ability to collaborate within a team. Well organized and able to prioritize tasks to accomplish assignments within parameters and deadlines.