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Customer Relationship Coordinator

2 months ago

Nicholasville, United States LockNet Full time
Job DescriptionJob DescriptionAbout LockNet

At LockNet, we are all about doors and locks.

We keep people safe and secure by simplifying and providing door and locking hardware solutions. LockNet provides customized programs to fit client's needs, with a single point of contact for New Construction, Facilities Maintenance, Loss Prevention and Electromechanical Solutions. On the service side, LockNet provides locksmith services to retail, restaurant, healthcare and banking chains nationwide. Through detailed reporting, LockNet can give each organization a view of key problem areas, even down to specifically tailored regions. With access to well over 8,500 skilled technicians across North America, LockNet can provide service to any location quickly. On the supply side, LockNet offers doors, frames, and hardware to retail, restaurant, healthcare and banking chains. LockNet will work with the corporate office and general contractors to ensure competitive pricing on quality products designed for high-traffic locations.

Customer Relationship Coordinator

LockNet is seeking a Customer Relationship Coordinator (CRC) responsible for contributing to the overall success of a customer's account. This position connects and builds trust with the entire customer team, internally and externally, working meticulously to learn, understand, and proactively anticipate the customer's challenges, as well as their wants and needs. Utilizing both internal and external systems and resources, the CRC will collect, refine, and analyze the proper data, alongside direct customer feedback, to identify trends and areas of improvement. In conjunction with CRM's and engineering, the CRC works closely with the client to develop new solutions and service opportunities to meet customer specific needs. This position works cross functionally with all departments within LockNet.

Ensuring an excellent customer experience requires successfully executing on the specific accountabilities and essential functions included below.

  • Serve as a contact for the customer through building and preserving a reliable, professional, and trusting relationship.
  • Understand and be intuitive to the customers' challenges, problems, wants and needs, consistently providing them with streamlined and profitable solutions while caring for the needs of the business.
  • Participate in identifying inefficiencies, systemic issues, and potential threats to the overall success of the customer. Collaborate with the customer and internal business units to help develop solutions that serve the needs of the customer and the business.
  • Assist in facilitating regular customer business reviews and report findings to the appropriate team members, as well as providing the required customer and internal reporting per the determined schedule.
  • Closely track and identify trends with customer KPl's (key performance indicators), SLA s (service level agreements), and other relevant client metrics, and work with all parts of the business to meet those requirements.
  • Serve as a link between the customer and the internal teams to ensure services are on track and that problems are resolved in a timely manner. Assist in managing disputes that relate to the success of the customer.
  • Work within the business to exceed the expectations of the customer while holding others accountable for their respective contribution to the customer.
  • Assist CRMs and Director of Business Development with various assigned duties, such as reporting, data collection, issue resolution, business reviews, etc.
  • Assist Business Development (BD) with customer onboarding.
  • Performing other job-related duties as assigned.

Standards of performance will focus not only on the customer experience, LockNet's Guiding Principles, and the performance of the specific job functions, but will also include the assessment of proper mindfulness, influence, and advocacy in matters around revenue and gross profit. In addition, these standards include but are not limited to:

  • Possess the internal drive that allows you to set your own internal goals and accountability structure and perform as a self-starter, personally motivated, and high achiever.
  • Able to work productively, openly, and vulnerably with other high achievers in a fast paced, demanding atmosphere.
  • Demonstrate excellent interpersonal written, and verbal proficiencies in business vocabulary to effectively represent the company internally and to outside parties.
  • Exhibit exceptional communication skills with the ability to translate technical knowledge into actionable directions.
  • Possess analytical and strategic problem solving and issue resolution skills, showing ability to be resourceful and adaptable.
  • Ability to be successful in a strong customer experience focus while also caring for the needs of the internal teams and overall business.
  • Display excellent time-management and organizational skills.
  • Ability to effectively prioritize responsibilities and demands and handle multiple tasks while paying close attention to detail in a fast-paced work environment.
  • Exemplify knowledge of various software applications such as spreadsheets and databases with a strong capacity to learn new software applications.
  • Demonstrate discretion and trust with confidential material.
  • Successfully and consistently uphold LockNet's guiding principles in all scenarios.

Minimum Qualifications:

  • 4 years + of corporate direct customer service or account management experience required.
  • Strong experience working with CRM's preferred.
  • Working knowledge of Microsoft Excel, Word, and Outlook required.
  • Excellent interpersonal, oral, and written communication skills.
  • Demonstrated leadership skills and capabilities.
  • Construction-related experience would be a plus.
  • Knowledge of door and hardware terminology and/or having a mechanical inclination with the ability to gain extensive product knowledge quickly is preferred.

Why LockNet?

  • Great benefits (100% paid HSA health, vision, and life insurance for employee, company paid life insurance for employee's dependents as well, company paid EAP, additional health insurance dependent, PPO, HSA and FSA, dental and supplemental coverage options, etc.)
  • Flexible working options (Onsite, Hybrid and Remote Options)
  • Generous PTO package, 401k Package and holiday pay
  • Certified "Best Place to Work" 2020/2021
  • Employee Rewards & Celebration Platform
  • Profit Sharing and Incentive Programs
  • Weekly pay
  • Autonomy and ability to impact
  • Industry leader and trendsetter
  • High growth with vision
  • Nimble, fast paced, and adaptive to change
  • Technology driven
  • Open and transparent culture (fun, dogs on premises)
  • Family values
  • Great people with close relationships
  • Family oriented business