Coordinator, Operations & Communications

Ironwear; Deer Park (TX); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401k with company match

Paid Time Off

Paid Holidays

Career growth & development

Competitive compensation plan

Job summary

Ironwear is seeking an Account Coordinator to bridge customers, the Sales Team, and internal staff. You will handle inquiries, process orders, and support product knowledge to drive satisfaction and sales.

The role requires strong communication and organizational skills, two years' related experience, and proficiency with Microsoft Office; CX platforms experience is a plus.

Qualifications

• High school diploma or GED is required.
• A minimum of two years related experience.
• Strong verbal and written communication skills and customer service orientation.

Responsibilities

• Answer incoming phone calls, customer support emails, and chats with first-class service.
• Evaluate and write up incoming orders and present to Processing Department.
• Assist customers with product inquiries regarding inventory, pricing, orders, backorders, and returns.
• Have a basic understanding of product knowledge to address questions and concerns.
• Offer customers alternative or additional products to boost sales and service quality.
• Provide customer outreach to relay and evaluate pending issues.
• Coordinate with processing team and Account Managers to ensure orders are accurate (price, shipping, backorders).
• Process all paperwork for orders, RMAs, and backorders.
• Compile pertinent customer data and flag concerns to management.
• Maintain and update customer data in ticketing, ERP, and CRM systems.

Skills

Verbal communication

Written communication

Microsoft Office

Multi-tasking

Organized

Interpersonal skills

Education

High school diploma or GED

Tools

Zendesk/Gorgias/Kustomer-like CX platforms

Job description

Job Description

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 Account Coordinator will assist as a direct link between our customers, Sales Team, and internal personnel. The position includes a limited sales capacity, maintaining customer relationships, providing first-class customer service, addressing all customer needs, and helping customers 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 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 the processing team and Account Managers to ensure orders are processed accurately, including price validation, shipping methods/costs, and backorders.
• Communicate with account managers to address any customer concerns.
• Process all paperwork for customer orders, RMAs, and backorders.
• Compile pertinent customer data in provided documentation and flag any concerns or patterns to management.
• Maintain and collect accurate customer data in our ticketing, ERP, and CRM platforms.

Requirements

• 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 years related experience.

Benefits

• ~ Career growth & development
• ~ Competitive Compensation Plan
• ~ Group benefits including medical, dental, and vision benefits with 100% premiums paid by Ironwear
• ~ Paid Time Off
• ~ Paid Holidays
• ~401k with company match