Customer Relationship Coordinator

Socket.dev; Town of Clarence (NY); On-site; USD 51,577,000 - 65,904,000; Full time

Job summary

Socket.dev is seeking a Customer Support Specialist in Clarence, NY to provide information, answer questions, and resolve customer issues with accuracy and efficiency. The role requires strong communication, knowledge of sheet metal fabrication, and the ability to coordinate internal resources from order entry to shipment.

Candidates should be proficient in Microsoft Excel, capable of independent work, and able to handle travel for customer visits or trainings as needed.

Qualifications

• GED or equivalent required.
• Two years related experience in sheet metal fabrication.

Responsibilities

• Manage day-to-day customer relations and provide proactive support to customers and sales team.
• Assist with resolution of customer concerns including complaints.
• Coordinate internal resources to fulfill orders from entry to shipment.
• Maintain knowledge of procedures and applicable software.
• Travel to customer locations and meetings as needed.
• Establish and nurture customer and supplier relations.
• Provide feedback on service failures or customer concerns.
• Partner with sales to meet and exceed service expectations.
• Analyze customer data to promote profitability.
• Build and maintain strong relationships.
• Document customer information from inbound calls and emails.
• Follow up on outstanding/expiring quotes.
• Assist sales with other duties or projects as assigned.

Skills

Sheet metal fabrication knowledge

Strong written and verbal comunic?

Independent work

Microsoft Excel

Sound judgement

Adaptability

Cross-functional teamwork

Organizational skills

Customer, vendor, coworker interaction

Education

GED or equivalent

Tools

Microsoft Excel

Job description

Location: Clarence, NY

Hours: 8:00AM - 4:30PM

Rate: $18 - $23 per hour

Job Summary

Responsible for providing product/services information, answering questions, and resolving any emerging problems that our customers might face with accuracy and efficiency. Must have the ability to actively listen to customers when they relay issues and then develop an agreeable solution to appease the client. Must have working knowledge and understanding of Company products and their applications, and manufacturing processes.

Essential Duties and Responsibilities

• Manage day-to-day customer relations, providing proactive support to our customer base and sales team.
• Assists with resolution of customer concerns including customer complaints.
• Responsible for the overall coordination of internal resources to fulfill customer purchase orders from order entry to shipment.
• Maintain an in-depth knowledge of applicable procedures and policies as contained in the procedure manual and the applicable software packages.
• Travel as necessary to customer locations, manufacturing plants, out-of-off sales meetings, trainings, or seminars.
• Establishes and nurtures excellent customer and supplier relations.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Partners with the sales team to meet and exceed customers service expectations.
• Analyze customer data to promote profitability.
• Build and maintain strong, positive relationships.
• Receive inbound calls and document information including customer's complaint/request and contact information.
• Respond to all emails that come through the general inbox.
• Follow up on outstanding/expiring quotes.
• Assist sales team with any other duties or special projects as assigned.

Requirements

Knowledge, Skills, and Abilities

• Knowledge of fabricated sheet metal manufacturing.
• Strong written and oral communication skills.
• Strong initiative and ability to work independently.
• Proficient in Microsoft Office Suite, specifically Excel.
• Proven ability to use sound, practical judgement.
• Ability to effectively cope with change, shift gears comfortably.
• Ability to develop cooperative working relationships cross-organization.
• Demonstrates a high level of organizational skills, attention to detail, and self-directed work ethic.
• Significant interaction with customers, vendors, and co-workers.

Experience and Education

• GED or equivalent required.
• Two years related experience or knowledge in sheet metal fabrication.