Customer Experience Coordinator

Job Summary

The Customer Experience Coordinator is responsible for servicing the needs of existing assigned customers and developing new prospects to increase customer satisfaction as well as the company’s sales and margins. They must assess customer needs and suggest appropriate products in a timely manner.  In addition to the responsibilities outlined above, the Customer Experience Coordinator will be responsible for the following:

•            Respond to and resolve customer inquiries.

•            Build instant rapport and achieve customer satisfaction.

•            Research accounts, identify key players, and generate interest.

•            Work closely with field sales on unique and large opportunities.

•            Coordinate opportunities and strategize with other department members.

•            Generate revenue growth by working with existing and new customers.

Essential Job Functions

·       Take ownership of customer experience for all issues, including pricing, special applications, returns, shipping dates, anticipated delays, sales and account growth and any additional customer needs.

·       Call customers when necessary to advise shipments delay and/or information necessary to process orders.

·       Make changes to or cancel orders/backorders and follow up on orders to ensure delivery by specified dates.

·       Initiate orders for replacements parts and/or for correcting errors (shortages, wrong item shipped, etc.).

·       Acquire in-depth knowledge of the company’s product portfolio.

·       Manage existing customer relationships to develop additional sales and ensure ongoing business retention using a planned contact system.

·       Handle your own book of business and working within a specific territory.

·       Identify decision makers and gaining business intelligence through conversations.

·       Create opportunities through calls and emails.

·       Research and qualifying all new leads.

·       Follow up with all opportunities to close the sales cycle.

·       Log all activity into the CRM database.

·       Utilize PLT, ERP, and other systems to create quotations.

·       Assist other team members with workload when needed. 

·       Continuously strive for process improvements, reduce inefficiencies, and increase profitability.

·       Other duties as assigned.