Customer Experience Coordinator

Ironwear; West Palm Beach (FL); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health Care (Medical, Dental & Vision)

401(k) Plan with Company Match

Paid Time Off

Convenient Location with Free Parking

Beverages and Snacks

Dog Friendly Work Atmosphere

Company Gatherings

Job summary

Ironwear is seeking a Customer Experience Coordinator to serve as a direct link between customers, the sales team, and internal staff. The role includes light sales capacity, sustaining customer relationships, providing ongoing support, answering inquiries about products, and helping customers make informed purchasing decisions.

Key responsibilities include handling calls, emails, and chats, reviewing and routing orders, addressing product inquiries, and maintaining accurate data across

Qualifications

• Superior verbal and written communication abilities required.
• Proficient in Microsoft Office Suite and data entry.
• Ability to multi-task in a fast-paced environment.
• Organized and meticulous with attention to detail.
• Strong interpersonal skills and customer service mindset.

Responsibilities

• Answer inbound calls, emails, and chats delivering first-class service.
• Process orders and present to Processing Department.
• Assist customers with product inquiries including inventory, pricing, orders, backorders, and returns.
• Maintain basic product knowledge to address questions.
• Recommend additional products to boost sales and satisfaction.
• Reach out to customers to relay and resolve pending issues.
• Coordinate with processing team and Account Managers on orders and shipping details.
• Communicate customer concerns to account managers.
• Process paperwork for orders, RMAs, and backorders.
• Document customer data and flag patterns for management.
• Maintain data in ticketing, ERP, and CRM systems.

Skills

Communication

Microsoft Office

Multi-tasking

Organized

Interpersonal skills

CX platform experience

Education

High school/GED

2+ years experience

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

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