Customer Experience Coordinator

Ironwear; West Palm Beach (FL); Sur place; USD 42 000 - 54 000; Plein temps

Avantages offerts par ce poste

Health Care (Medical, Dental & Vision)

401(k) Plan with Company Match

Paid Time Off (Vacation, Sick & Public

Parking

Beverages and Snacks

Dog Friendly Work Atmosphere

Company Gatherings and Events

Résumé du poste

Ironwear, a safety PPE provider, seeks a Customer Experience Coordinator to be the bridge between customers, sales, and internal teams. You will handle inquiries, process orders, and support ongoing relationships while contributing to sales through recommendations and cross-functional collaboration.

The role requires strong communication, organizational skills, and experience with ticketing platforms. A high school diploma and at least two years of related experience are expected.

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.

Responsabilités

• Answer incoming phone calls, emails and chats with 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.
• Understand product knowledge to address questions and concerns.
• Offer alternative/additional products to boost sales and service quality.
• Provide customer outreach to relay and evaluate pending issues.
• Coordinate with processing team and Account Managers to ensure accurate orders, pricing and shipping.

Connaissances

Verbal communication

Written communication

MS Office

Multi-tasking

Organizational skills

Interpersonal skills

CX ticketing platforms

Formation

High school diploma or GED

Outils

Zendesk

Gorgias

Kustomer

Description du poste

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