Customer Service Coordinator

Geophysical Survey Systems Inc.; Nashua (NH); On-site; USD 42,000 - 56,000; Full time

Job summary

Geophysical Survey Systems Inc. in Nashua, NH seeks a Customer Service Coordinator to ensure a smooth, accurate and enjoyable customer experience. You will process orders, quotes and RMAs, coordinate with Sales and Service, and prepare shipment documents for domestic and international deliveries.

Daily duties include communicating with customers by phone, email, chat and text, maintaining CRM records, and supporting other customer-facing staff to ensure timely fulfillment of requests.

Qualifications

• Experience handling customer requests and orders with accuracy.
• Ability to quote freight, issue RMAs and provide clear return instructions.
• Proficient in maintaining CRM records and shipping documentation.

Responsibilities

• Interact with customers to respond to quotes, purchases and order status.
• Communicate daily with customers via phone, email, chat and text.
• Gather and document order details including company name, address, terms, and ship method.
• Maintain customer records in the CRM database.
• Generate shipping documents for domestic and international shipments.
• Coordinate shipments with Operations and the Packer/Shipper.
• Process equipment returns and issue RMA numbers.
• Maintain AES account and ensure documentation compliance.
• Handle dangerous goods shipping certifications as required.

Skills

Customer service

Communication

CRM software

Order processing

Shipping docs

Attention to detail

Tools

AES export system

Job description

Who We Are

GSSI is the world leader in Ground Penetrating Radar (GPR), which helps to save lives and resources across the globe by measuring and viewing what is beyond our sight through concrete, pavement, soil, and more! We value continuous improvement, innovation, communication, team development, impact and accountability, customer orientation, and having fun while we do it all! Our outstanding work environment is the reason we were voted Best Company to Work for in New Hampshire by Business NH Magazine in 2019, 2020 & 2022.

Position Summary

The Customer Service Coordinator is responsible for ensuring that the customer’s experience is smooth, accurate, enjoyable and effortless. This person is part of the team that will process customer requests involving new parts/equipment as well as coordinating repairs and help move them efficiently through the process. A strong cultural fit is important to fit well into this positive and customer focused team.

Close communication with both the Sales and Service departments, as well as customers, will be essential to properly perform this position. Duties will include: entering sales orders from either quotations or purchase orders, quoting freight, verifying completeness and accuracy of all order information, issuing RMA numbers, providing clear return instructions, communicating order/RMA status, confirming payment & return shipping details, creating and forwarding shipment documents/labels and ensuring all necessary documents are recorded as required. In summary, this position plans, schedules, and coordinates the efficient distribution of GSSI product sales, service and shipments to customer locations.

This is a full-time, at work position based out of GSSI’s Nashua, NH headquarters.

Primary Responsibilities

• Interacts with and quickly responds to customer requests, quotes, purchases, order status, etc.
• Daily communication with customers, via phone, email, chat and text/IM messages
• Ensures all order details are properly gathered and documented, including company name, address, terms, payments, quotes, delivery dates, ship method, part #/unit #, etc.
• Maintains customer details in the CRM database
• Supports other customer facing employees as needed.
• Generates required shipping documentation for all shipments leaving GSSI, domestic and international
• Works closely with the Packer / Shipper and all of Operations to coordinate shipments
• Process requests for equipment returns and issues RMA numbers
• Maintains GSSI’s Automated Export Systems (AES) account
• Maintains certification for class 9 dangerous goods shipping and handling (batteries)
• Follows up with manufacturing or inventory for open requests