Sr. Customer Care Coordinator

Overture Promotions, Inc.; Waukegan (IL); On-site; USD 28,929 - 33,062; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

401(k) plan

Paid time off

Dog-friendly policy

Job summary

Overture Promotions, Inc. is seeking a Senior Customer Care Coordinator in Illinois to lead customer service initiatives and improve satisfaction. You will manage complex inquiries, develop strategies, and train team members while aligning with company standards for excellence.

The role focuses on overseeing webstore orders, coordinating with warehouse, and maintaining strong client communications. A Bachelor's degree and 3–5 years of supervisory experience are preferred.

Qualifications

• 3–5 years in a supervisory or senior customer service role.
• Strong leadership, communication, and problem-solving skills.
• Proficiency with CRM software, data analysis, and MS Office.

Responsibilities

• Manage Company webstores with live inventory and the order processing and customer service for those stores.
• Primary contact for store inquiries through Outlook, Wrike, and HubSpot.
• Handle inbound calls for all customer service lines.
• Coordinate with warehouse to ensure timely order processing and shipment; resolve stock issues.
• Collaborate with Purchasing and Sales on inventory management.
• Monitor stock availability for orders using NetSuite.
• Communicate with clients and provide excellent customer service.
• Assist larger team with overflow customer service on high-volume accounts by phone and email.
• Maintain current program-specific training materials and resources.

Skills

Customer service leadership

Communication

Conflict resolution

CRM software

Microsoft Office

Education

Bachelor's degree in business or related field

Tools

Outlook

Wrike

HubSpot

NetSuite

Job description

Job Title: Sr, Customer Care Coordinator
Reports To: Customer Care Manager
FLSA Status: Non-exempt
Department: Customer Care
Compensation: $21-$24 hourly

Job Overview

The Senior Customer Care Coordinator plays a critical role in leading and enhancing the customer service experience. This position involves managing complex customer inquiries and ensuring that customer interactions align with the company's standards for excellence. The Senior Customer Care Coordinator is also responsible for developing strategies to improve customer satisfaction, training team members, and providing insights to upper management. This role demands strong leadership skills, experience in customer service, and the ability to manage escalated issues effectively.

Essential Duties and Responsibilities

• Manage Company webstores with live inventory and manage the order processing and customer service for those stores.
• Responsible for being primary contact for store inquiries through both Outlook, Wrike, and HubSpot
• Responsible for inbound calls for all customer service lines
• Work closely with warehouse staff to ensure that all orders are processed and are shipped in a timely manner; with the ability and comfortability to problem solve if stock issues arise.
• Partner closely with Purchasing and Sales on inventory management
• Responsible for monitoring stock availability for orders through our order management system, NetSuite
• Communicate directly with clients and provide excellent customer service.
• Performs other duties as assigned including assisting the larger team with overflow customer service on larger customers by both phone and email as required.
• Ensure program specific training materials, documentation, and resources remain current and accurate

Senior title comes with time, experience, and a review of work

Qualifications

• Proven experience in a customer service role, with at least 3-5 years in a supervisory or senior position.
• Strong leadership and team management skills.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Proficiency in CRM software, data analysis, and Microsoft Office Suite.
• Ability to work in a fast-paced environment and manage multiple priorities.
• High level of professionalism, patience, and attention to detail.
• A bachelor’s degree in business, communications, or a related field is preferred.

Benefits

• Complete insurance coverage – Medical, dental, vision, life insurance, flex spending accounts and disability plans with Company contributions
• Pet insurance and bring your dog to work days
• Corporate partnerships with Life Time Fitness, Bears Fit, Skechers and Tickets at Work
• Generous paid time off (vacation, sick and personal days as well as yearly floating holiday)
• 401(k) eligibility day one of employment, with a Company match after the first year of employment
• Paid maternity and paternity leave based on years of service
• Relaxed dress code
• Overture family fun – Summer BBQs, volunteer ERGs, employee vegetable garden, contests, potlucks and cookoffs
• Employee referral bonus