Supports customers through phone, email, and chat; processes orders, returns, backorders, and related paperwork; answers product, inventory, pricing, and shipping questions; maintains customer data in ticketing, ERP, and CRM systems; coordinates with sales, account management, and processing teams; identifies issues and recommends alternative or additional products to support sales and customer satisfaction.
Ironwear is an established and growing safety solution provider. For over 35 years we have manufactured, developed, and reengineered Personal Protective Equipment (PPE) for all industrial markets around the globe. The Customer Experience Coordinator will assist as a direct link between the Customer, Sales Team, and internal personnel. The position includes a limited sales capacity, maintaining customer relationships, providing ongoing support, addressing various customer needs, addressing inquiries regarding products, and helping them make informed decisions about products to purchase.
Responsibilities:
- Answer incoming phone calls, customer support emails and customer chats while providing a first-class customer experience.
- Evaluate and write up incoming orders and present them to the Processing Department.
- Assist customers with product inquiries regarding inventory, pricing, incoming orders, back orders, and returned goods.
- Have a basic understanding of company product knowledge to properly address customer questions and concerns.
- Offer customers alternative products or additional products to boost sales and provide first-class customer service.
- Provide customer outreach when necessary to relay and evaluate any pending issues.
- Communicate cross-functionally with processing team/Account Managers to ensure orders are processed accurately inclusive of; price validation, shipping methods/costs, backorders etc.
- Communicate with account managers to address any customer concerns.
- Process all paperwork for customer orders/RMAs/backorders etc.
- Compile pertinent customer data in provided documentation and flag any concerns/patterns to management.
- Maintain and collect accurate customer data in our ticketing, ERP and CRM platforms
Requirements
Required Skills/Abilities:
- Superior verbal and written communication skills.
- Proficient in Microsoft Office Suite.
- Ability to multi-task in a demanding environment
- Organized and meticulous.
- Strong interpersonal skills.
- CX ticketing platform experience is a plus (Zendesk/Gorgias/Kustomer/similar).
Education and Experience:
- High school degree or GED required.
- A minimum of two year’s related experience
Benefits
- Health Care (Medical, Dental & Vision)
- 401(k) Plan with Company Match
- Paid Time Off (Vacation, Sick & Public Holidays)
- Convenient Location with Free Parking
- Company Provided Beverages and Snacks
- Dog Friendly Work Atmosphere
- Company Gatherings and Events
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