Coordinator- Customer Service

JOB DESCRIPTION

GENERAL FUNCTION

The Customer Service Coordinator is responsible for building and maintaining customer and vendor relationships and to manage request for quotations, stock orders, returns and purchase orders, and coordinating with other departments to provide the best possible service to the customer.

MAJOR DUTIES AND RESPONSIBILITIES

• Fully coordinate the ordering, assembly, packaging, premium inclusion and marking of frames for the monthly auto-kit mailings for our divisions. Maintain the customer lists of those accounts participating in these auto-ship mailings.
• Receive requests for price quotations, orders, order changes, adjustments, and cancellations directly from customers and labs.
• Achieve and maintain a rapport with customers and work to give them the best possible service.
• Use a PC to retrieve customer information, stock status information, status of orders, and make changes to customer orders. Ensure that the correct codes are used for retrieving and inputting information and that the new and current product information is organized and filed correctly
• Use Microsoft Office on a regular basis to make spreadsheets, write memos, and communicate with customers and other branches using e-mail.
• Able to troubleshoot when confronted with problems or questions from co-workers and/or customers.
• Must be cross-trained in all areas of the department and able to fill in for anyone in lieu of vacation or illness.
• Write the documentation for all areas of the department. This means keeping the documentation up to date with new DVI programs, new PC programs and new responsibilities the department takes on.
• Sort and deliver mail to inter-department personnel on a rotating basis. Also, responsible for mid-day dept. computer back-up on assigned week.
• Understand and communicate company policies, procedures, promotions, and contracts in a diplomatic and cordial manner.
• Maintain work area in a neat, clean, and organized condition.
• Understand and follow all company and manufacturer’s policies and procedures and ensure compliance with all attendance & safety rules and regulations. Maintain confidentiality of all proprietary and HIPAA protected information.
• Willingly assist others as necessary to keep work current, meet deadlines or maintain an even workload. Cooperate with other coworkers and demonstrate a good attitude. Perform an acceptable quantity and quality of work on time as required.
• Provide proper training, work direction, and technical guidance for less experienced coworkers. Attend in-house or sponsored training meetings when necessary.
• Perform other duties as assigned.

BASIC QUALIFICATIONS

• High school diploma, GED or equivalent experience
• 3 year(s) of experience working in customer service, hospitality or call center environment
• Excellent telephone etiquette and ability to maintain composure when dealing with difficult customer situations
• Ability to perform all clerical and computer functions in support of the lab operations in addition to support of sales and marketing
• Strong verbal and written communication skills
• Good organizational skills, orientation to detail and numerical accuracy
• Good PC skills including MS Office, Outlook, Word and Excel
• Ability to lift/move up to 40 pounds

PREFERRED QUALIFICATIONS

• Optical knowledge will be considered a preferred qualification