Customer Service Coordinator

Provides effective customer service for customer base by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service Department.

 



Establishes and maintains good customer relations by providing high quality assistance to both internal and external customers. Confers with customers by telephone in order to provide information about products and services and resolve problems regarding customer needs. Answers calls providing customer assistance in determining order requirements, answers customer inquires regarding order status and provides direction with regard to customer returns, requests for product information, etc. Uses various computer systems such as SAP. Processes and completes high volume of fax, email, phone, and/or web orders timely, accurately and thoroughly and enhances sales where appropriate. Resolves product or service issues by determining the cause of the problem, selecting and explaining the best solution to solve the problem; expediting the correction or adjustment; following up to ensure resolution. Performs various administration duties such as keying in orders, processing orders by creating deliveries and shipment and sending them electronically to the warehouse for processing. Processes fax, email, phone and/or web orders. Assists customers on the phone with order and product information. May assist with the training of new CSCs and guides them to work as a team as needed. Serves as backup to specialized functions including non-distributor workflows. Complies with all company safety rules and procedures. Performs other related duties as required.      REQUIREMENTS Knowledge of principles and processes for providing customer services. BA/BS degree in relevant field or equivalent experience. 2-5 years previous customer service experience. Prior call center experience and/or SAP highly preferred. Must be detail oriented and able to multi-task.  Must have strong organizational and problem solving skills and excellent written and verbal communication skills. Must be a team player. Strong computer skills including proficiency with Microsoft Office products (SAP experience preferred)