Customer Experience Coordinator

Ironwear; West Palm Beach (FL); On-site; USD 38,000 - 48,000; 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 solutions provider, seeks a Customer Experience Coordinator to bridge customers, Sales, and internal teams. You will handle inquiries, process orders, and support product decisions while maintaining strong relationships.

Responsibilities include answering inquiries, processing orders, and cross-functional communication to ensure accuracy and timely delivery. A minimum of two years' related experience and solid communication skills are required.

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).
• Two years of related experience are required.

Responsibilities

• Answer calls, emails, and chats with first-class service.
• Evaluate and write up incoming orders for Processing.
• Assist customers with product inquiries (inventory, pricing, orders).
• Understand product knowledge to address questions and concerns.
• Offer alternative products to boost sales and service quality.
• Provide outreach to resolve pending issues with customers.
• Coordinate with processing team and Account Managers for order accuracy.
• Communicate with account managers about customer concerns.
• Process paperwork for orders, RMAs, backorders, etc.
• Compile customer data and flag concerns in documentation and systems.
• Maintain customer data in ticketing, ERP, and CRM platforms.

Skills

Communication

Multi-tasking

Organizational skills

Interpersonal skills

Education

High school diploma

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

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