Customer Experience Coordinator

Ironwear; Deer Park (TX); Sur place; USD 38 000 - 48 000; Plein temps

Avantages offerts par ce poste

Health Care (Medical, Dental & Vision)

401(k) Plan with Company Match

Paid Time Off (Vacation, Sick & Public

Parking available

Beverages and Snacks

Dog friendly work atmosphere

Company gatherings and events

Résumé du poste

Ironwear is seeking a Customer Experience Coordinator to bridge the gap between customers, the Sales Team, and internal staff. You will manage inquiries, assist with orders, and support product-related questions while driving service and sales opportunities.

The role emphasizes strong communication, multitasking, and accurate data handling in our ERP/CRM systems, with a focus on delivering a first-class customer experience.

Qualifications

• Must have 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).

Responsabilités

• Answer calls, emails and chats delivering first-class CX.
• Evaluate and write up incoming orders for Processing Dept.
• Assist customers with product inquiries on inventory, pricing, orders, backorders and returns.
• Know basic product knowledge to address questions accurately.
• Offer alternative products to boost sales and service quality.
• Provide customer outreach to relay and evaluate issues.
• Coordinate with processing team and Account Managers on orders, pricing and shipping.
• Communicate with account managers to address concerns.
• Process paperwork for orders, RMAs and backorders.
• Flag patterns or concerns in customer data for management review.
• Maintain customer data in ticketing, ERP and CRM systems.

Connaissances

Verbal communication

Written communication

Multi-tasking

Organized

Interpersonal skills

CX ticketing experience

Formation

High school diploma or GED

Outils

Zendesk/Gorgias/Kustomer

Description du poste

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