Customer Experience Coordinator

Ironwear; Houston (TX); Vor Ort; USD 36.000 - 48.000; Vollzeit

Benefits dieser Stelle

Health Care (Medical, Dental & Vision)

401(k) Plan with Company Match

Paid Time Off (Vacation, Sick & Public

Holidays

Zusammenfassung

Ironwear, a safety solutions provider, seeks a Customer Experience Coordinator in Houston to serve as the direct link between customers, the sales team, and internal staff. The role includes a limited sales capacity, ongoing support, and addressing diverse customer needs to help them choose and purchase products.

You will handle inquiries via phone, email, and chat, process orders, respond to backorders, and collaborate with Account Managers to ensure accurate, timely fulfillment and exceptional

Qualifikationen

• High school diploma or GED required.
• Minimum of two years' related experience.

Aufgaben

• Answer calls, emails, chats delivering first-class CX.
• Evaluate and route incoming orders to Processing.
• Assist customers with inventory, pricing, orders, backorders, returns.
• Maintain basic product knowledge to answer questions.
• Suggest alternative or additional products to boost sales.
• Reach out to relay and evaluate pending issues.
• Coordinate with processing and Account Managers to ensure order accuracy.
• Inform account managers of customer concerns.
• Process paperwork for orders, RMAs, and backorders.
• Document customer data and flag patterns for management.
• Maintain accurate data in ticketing, ERP, and CRM systems.

Kenntnisse

Verbal and written communication

MS Office proficiency

Multitasking

Organizational skills

Interpersonal skills

Ticketing system experience

Ausbildung

High school diploma or GED

Two years of related experience

Jobbeschreibung

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