Customer Support

Mid Continent Steel and Wire, Inc.; Laredo (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading steel and wire company is seeking a detail-oriented Customer Support Coordinator. This role involves providing exceptional customer support, handling inquiries, and coordinating with various departments to enhance customer satisfaction. The ideal candidate will have strong communication skills and the ability to thrive in a fast-paced environment. Join our team and contribute to a seamless customer experience while ensuring timely order processing and problem resolution.

Qualifications

• 6-12 months experience in a customer service or administrative role.
• Basic understanding of inventory management and logistics.
• Ability to handle office equipment like phones and printers.

Responsibilities

• Answer phones in a professional manner and route calls appropriately.
• Maintain a positive attitude towards customers and coworkers.
• Process incoming orders and respond to customer inquiries promptly.
• Update customer database with call details and ensure order fulfillment.
• Conduct research to resolve customer complaints.

Skills

Good written and verbal communication skills

Good organizational and time management skills

Basic administrative and clerical skills

Ability to contribute as part of a team

Customer service skills

Education

Completion of Customer Service Onboarding LinkedIn Courses (Level 2)

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook 365

Job description

We are seeking a dedicated and detail-oriented Customer Support Coordinator to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support and ensuring a seamless experience. You will handle inquiries, resolve issues, and collaborate with various departments to enhance customer satisfaction. The ideal candidate will possess strong communication skills, a passion for customer service, and the ability to work in a fast-paced environment.

Responsibilities

• Answering phones in a professional manner, and routing calls as necessary to appropriate personnel while presenting a pleasant phone rapport with Mid Continent Steel & Wire customers and outside employees
• Maintaining a positive, empathetic, and professional attitude toward customers and coworkers always
• Processes incoming orders as requested
• Responding promptly to customer inquiries about order status, shipping information, credit terms, products, pricing, and availability
• Review open orders to ensure order fulfillment by lead time
• Processing and following up on customer complaints
• Updates customer database with call details such as interactions, transactions, comments, and complaints on all incoming calls
• Proactively calls current customers to review pending orders and build relationships
• Preparing weekly and monthly reports for customers as needed
• Acknowledging and conducting research to resolve customer complaints
• Responsible for ensuring that all customer complaints and RMA’s are processed, authorized, and completed in a timely manner
• Efficient and organized communication with other departments, plants, and customers via emails and phone
• Efficient and organized in excessive paperwork flow
• Create and update Excel Spreadsheet Reports as assigned
• Compliance with attendance policy
• Perform other duties and assignments as directed by Management

Requirements

• Completion of Customer Service Onboarding LinkedIn Courses (Level 2)
• Good written and verbal communication skills
• Consistent, professional dress and manner
• Basic knowledge of all Mid-Continent Steel & Wire products
• Basic knowledge of inventory management and logistics elements
• Basic understanding of Microsoft applications including Word, Excel, and Outlook 365
• Able to contribute as part of a team and work independently with supervision
• Basic understanding of internal systems
• Good organizational and time management skills
• Ability to handle office equipment (e.g., the telephone system, printer, scanner, and the fax machine)
• Basic administrative, clerical, and customer service skills. (6-12 months experience in a customer service, administrative role)
• Ability to read, write, and speak on a competent and professional level
• Willingness to participate in training classes given or required by the company
• Willingness to take tests to provide Management with information to be used for management and classification (tests may be written and/or oral)
• Willingness to move to other positions to keep the company running in an efficient manner
• Knowledge and adherence to confidentiality requirements
• Consistent with company policies, individuals are expected to maintain superior customer relations; be involved and committed to the quality process; be patient and willing to train and give aid to fellow employees; work in an efficient and economical manner; receive constructive criticism and praise in a business-like fashion; and be honest and maintain a positive attitude

Physical Requirements

• Ability to lift 30 lbs
• Ability to hear and speak distinctly on the telephone
• Ability to perform under pressure in a fast-paced environment
• This job operates within a professional office environment. While performing the duties of this job inside the office, the employee is frequently exposed to normal working conditions in an office environment with a noise level that is usually moderate to high
• Knowledge, understanding, and application of safety practices