What are the responsibilities and job description for the Customer Care Coordinator position at Coleman American Companies, Inc?
The Customer Care Coordinator will book and coordinate either military or consumer shipments, act as liaison to customer, providing support and communication with customer about expected move and arrival times and dates, collect and relay shipment information and documentation for customers, and distribute information to appropriate facilities, and resolve problems as necessary
Essential Functions:
- Monitor email for new shipment offerings
- Collect pre-move surveys as well as weights and preapprovals and update company software and the carrier
- Track shipments’ estimated time of arrival and delivery information and update company software and the carrier and monitor clearing email to clear shipments as they arrive
- Main point of contact for moves, both internally and externally
- Monitor quality scores and verify accuracy
- Secure customer payment, including verify method of payment, credit card annotation
- Confirm any and all information provided from the customer and ensure the agent has the accurate information
- Liaison between the agents and customers to determine the agreeable time to for crews to pack, pickup, or deliver the customers’ shipment
- Proactively communicate information to the customer from operations regarding their move, including pickup and delivery information
- Proactively coordinate with customers and claims to rectify any damages that may occur
- Communicate any problems not rectified locally with the supervisor to ensure customer satisfaction
- Other duties as assigned
Knowledge, Skills and Abilities:
- Efficient data entry ability, knowledge of company software, problem-solving skills to ensure accurate records, and ability to handle stressful situations and conversations
- Knowledge of Microsoft Office Suite
Required Education:
- High school diploma or its equivalent
- Good telephone communication skills required
- Previous customer service experience required
- Previous data entry experience required
Working Conditions:
- Indoors
- Office Environment
- Sitting for long periods of time
Take part in a company that has been successful for over 100 years and is still growing - join the Coleman Team today!