Customer Experience Coordinator

Ironwear; Deer Park (TX); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Health Care

401(k) Plan with Company Match

Paid Time Off

Free Parking

Beverages and Snacks

Dog Friendly Work Atmosphere

Company Gatherings and Events

Job summary

Ironwear, a safety solution provider, seeks a Customer Experience Coordinator to bridge customers, Sales, and internal teams. The role involves handling inquiries, supporting orders, and guiding customers to suitable PPE solutions.

Ideal candidates have strong communication, multitasking ability, and familiarity with CX ticketing tools. This on-site position offers growth and regular collaboration with cross-functional teams.

Qualifications

• Superior verbal and written communication required.
• Proficient in Microsoft Office Suite.
• Ability to multi-task in a demanding environment.
• Organized and meticulous work ethic.
• Strong interpersonal skills with customers and team
• CX ticketing platform experience is a plus.

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 including inventory and pricing.
• Have basic product knowledge to address questions and concerns.
• Offer alternative or additional products to boost sales.
• Provide customer outreach to resolve pending issues.
• Communicate with processing team and Account Managers to ensure accurate orders.
• Address customer concerns with account managers as needed.
• Process paperwork for orders, RMAs, and backorders.
• Compile customer data in documentation and flag patterns for management.
• Maintain data in ticketing, ERP and CRM platforms.

Skills

Communication skills

Multitasking

Organization

Interpersonal skills

Customer service mindset

Education

High school diploma or GED

Two years related experience

Tools

Microsoft Office

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

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 year's related experience

Benefits

• 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