Customer Experience Coordinator

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

Benefits offered by this job

Health Care

401(k) Plan

Paid Time Off

Free Parking

Beverages & Snacks

Dog Friendly

Company Events

Job summary

Ironwear, a safety solution provider with over 35 years in PPE, seeks a Customer Experience Coordinator to bridge customers, sales and internal teams. You will handle inquiries, process orders, and support product questions while contributing to sales through upselling opportunities.

Ideal candidates have strong communication, multi-tasking ability and experience with CX ticketing systems; high school diploma and 2+ years experience are required. On-site Texas location with perks provided.

Qualifications

• 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).

Responsibilities

• Answer incoming phone calls, emails and chats with first-class service.
• Evaluate and write up incoming orders and present to Processing Department.
• Assist customers with product inquiries on inventory, pricing, orders, backorders, returns.
• Understand product knowledge to address questions and concerns.
• Offer alternative or additional products to boost sales and service.
• Provide customer outreach to relay pending issues.
• Communicate with processing team and Account Managers to ensure accurate orders.
• Address customer concerns with account managers.
• Process paperwork for orders/RMAs/backorders.
• Compile customer data and flag concerns to management.
• Maintain customer data in ticketing, ERP and CRM systems.

Skills

Superior communication

MS Office

Multi-tasking

Organized

Interpersonal skills

CX ticketing experience

Education

High school diploma or GED

2+ years related experience

Tools

Zendesk

Gorgias

Kustomer

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 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

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

• 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