Customer Experience Coordinator

Ironwear; West Palm Beach (FL); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Health Insurance

401(k) Plan with Company Match

Paid Time Off

Convenient Location with Free Parking

Company Beverages and Snacks

Dog Friendly Work Atmosphere

Company Gatherings and Events

Job summary

Ironwear is seeking a Customer Experience Coordinator to bridge customers, the Sales Team, and internal teams. The role includes handling inquiries, processing orders, and supporting product-related decisions.

The successful candidate will have a high school diploma or GED and at least two years of relevant experience, with strong communication skills and familiarity with CX ticketing tools. The position offers a friendly, dog-friendly work atmosphere and on-site parking.

Qualifications

• High school degree or GED is required.
• A minimum of two years of related experience is required.

Responsibilities

• Answer incoming calls, emails and chats to provide first-class customer experience.
• Evaluate and write up incoming orders and present to Processing Department.
• Assist customers with product inquiries including inventory, pricing, orders, backorders, and returns.
• Have basic product knowledge to answer questions and address concerns.
• Offer alternative or additional products to boost sales and service quality.
• Provide customer outreach to relay and resolve pending issues.
• Communicate cross-functionally with processing teams and Account Managers to ensure accurate orders, pricing, shipping, and backorders.
• Process paperwork for orders, RMAs and backorders.
• Compile customer data in documentation and flag concerns to management.
• Maintain accurate customer data in ticketing, ERP and CRM platforms.

Skills

Verbal & written communication

Microsoft Office

Multi-tasking

Organized

Interpersonal skills

CX ticketing (Zendesk/Kustomer)

Education

High school diploma or GED

Tools

CRM/ERP systems

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