Customer Support Coordinator

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Job description

Position Overview:

The Customer Support Coordinator's primary responsibility is to provide excellent customer service by acting as the main point of contact for customers after their order is placed. This role requires strong time management skills, initiative, flexibility, reliability, and attention to detail while managing a variety of customer interactions. Familiarity with manufacturing processes or environments is a plus.

Essential Functions:

• Answer inbound phone calls and emails, and route inquiries to the appropriate department or personnel.
• Respond promptly to customer inquiries, including questions related to products, orders, and services via phone, email, or web traffic.
• Accurately enter customer orders into the business management system.
• Provide customers with detailed order status updates, including shipping and freight tracking information.
• Monitor the progress of orders in collaboration with key production staff to ensure timely delivery.
• Provide freight quotes, book freight shipments, and gather essential shipping information and documents for customers, ensuring smooth delivery and communication.
• Maintain records of customer interactions, including inquiries, complaints, comments, and actions taken, ensuring proper documentation for future reference.
• Assist with managing warranty claims, returns, and other customer concerns, working closely with the Customer Support Manager.
• Support the Customer Success Manager with various customer service tasks as needed.

Qualifications:

• Familiarity with manufacturing processes or environments is preferred but not required.
• Proficient in Microsoft Office, Outlook, and web-based applications.
• Familiarity with order entry and customer management software (HubSpot and Sage100 a plus!).
• Basic understanding of accounting practices and experience in customer service.
• Strong verbal and written communication skills with a professional and articulate manner.
• Ability to handle multiple tasks and prioritize conflicting deadlines in a fast-paced environment.
• Team player with a collaborative approach.

Compensation details: 23-26

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