Customer Service Coordinator

Requirements

• Timely, accurate, and complete orders and responses to inquiries within required timeframes.
• Effective communication and collaboration with internal and external customers.
• Maintain department KPIs and customer satisfaction ratings as defined by the department.
• Answer incoming customer phone calls and take appropriate action for each call.
• Communicate and monitor incoming customer emails to ensure timely communication; escalate internal and external concerns for expedited resolution; ensure customer satisfaction at all times.
• Manage exceptions and review database for errors. Research and resolve exceptions and respond to escalation of service requests.
• Assist with coordinating dispatch activities for moves including driver instructions, confirmation of delivery, and follow up with customers.
• Proactively communicate with customers, to include new customer onboarding and new order follow-up. Proactively collaborate with Sales to ensure customer needs are understood and appropriately addressed.
• Provide input to leadership and management teams on departmental initiatives and process improvement projects.
• Maintain accurate, timely, and thorough records in proprietary database.
• Perform routine data entry including but not limited to: entering new orders and shipment information into computerized tracking systems; tracing shipments with steamship lines, trucking vendors, railroads, and other suppliers; and updating information in various systems.
• Perform typing, faxing, mail distribution, phone messaging, and other office related duties as required.
• Scan and separate documents in Document Management System.
• Update schedule, logs, and tasks daily.

Benefits

• Health insurance
• Retirement plan
• Paid time off
• Vacation time
• Holiday pay