Customer Experience Coordinator — Support & Sales

Ironwear; Deer Park (TX); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health care

401(k) plan

Paid time off

Free parking

Dog-friendly workplace

Company events

Beverages and snacks

Job summary

Ironwear is seeking a Customer Experience Coordinator to serve as the bridge between customers, the Sales Team, and internal staff. The role includes light sales support, handling inquiries, and guiding purchases with strong product knowledge.

Responsibilities include processing orders, managing backorders, and ensuring accurate data across ticketing, ERP and CRM systems while delivering first-class service. A high school diploma and at least two years of related experience are expected.

Qualifications

• High school degree or GED required.
• A minimum of two year’s related experience.

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

Skills

Customer service

Communication skills

MS Office

Multitasking

Organizational skills

Interpersonal skills

Education

High school diploma or GED

Tools

Zendesk

Gorgias

Kustomer

Job description

Ironwear is seeking a Customer Experience Coordinator to serve as the bridge between customers, the Sales Team, and internal staff. The role includes light sales support, handling inquiries, and guiding purchases with strong product knowledge.

Responsibilities include processing orders, managing backorders, and ensuring accurate data across ticketing, ERP and CRM systems while delivering first-class service. A high school diploma and at least two years of related experience are expected.