Customer Experience Coordinator

Ironwear; West Palm Beach, Northern (FL, KY); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

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

Job summary

Ironwear is a safety solution provider with over 35 years of experience, offering PPE to diverse industrial markets globally. The Customer Experience Coordinator serves as the link between customers, Sales, and internal teams, handling inquiries, orders, and ongoing support to drive informed purchasing decisions.

The role emphasizes building customer relationships, resolving issues, and coordinating with account managers to ensure accurate pricing, shipping, and backorders, while maintaining

Qualifications

• High school diploma or GED required.
• 2+ years related experience preferred.
• Excellent communication and organizational skills.

Responsibilities

• Answer customer inquiries via phone, email, and chat, delivering first-rate service.
• Review and write up incoming orders for Processing Department.
• Assist with product inquiries: inventory, pricing, orders, backorders, returns.
• Understand product knowledge to address questions effectively.
• Suggest alternative or additional products to boost satisfaction and sales.
• Communicate with cross-functional teams to ensure accurate orders and pricing.
• Process paperwork for orders, RMAs, and backorders.
• Document and flag customer data patterns for management review.
• Maintain accurate data in ticketing, ERP, and CRM systems.

Skills

Verbal communication

Written communication

MS Office

Multitasking

Organized

Interpersonal skills

CX ticketing

Education

High school diploma or GED

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