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Customer Experience Coordinator

1 month ago

Florence, United States Staccato 2011 Full time
Job DescriptionJob DescriptionDescription:

THE COMPANY

Built for Heroes and based in Florence, Texas, Staccato is on a mission to proudly serve those who protect and

embody American freedoms. As the inventors of the 2011® platform—the World’s Best Shooting Pistols—

Staccato manufactures its handguns and ammunition in America at their headquarters in Florence, TX. The

Staccato 2011 has been approved for on- or off-duty carry by over 1,600 U.S. law enforcement agencies in just

five years, including elite teams such as U.S. Marshals Special Operations Group, the Texas Rangers and Miami

Dade Special Response Team. With a spirit of American ingenuity and commitment to its family of owners,

Staccato guarantees its guns for life, and guarantees supply of its 9mm ammunition to subscribers of its ammo

service. Staccato Ranch serves as the place where Staccato unites its family of patriots to celebrate freedom

and elevate heroes every day.


Staccato was ranked one of the Fastest Growing Private Companies in the Southwest by Inc. Over 25% of our

team members are veterans and 100% are patriots. We strive relentlessly to achieve


THE MISSION

We protect freedom. We proudly serve those who protect and embody American freedoms.


THE POSITION

The Customer Experience Coordinator is a valuable role in the Staccato Customer Department. Their primary focus is to provide exceptional service and support to our valued Staccato Customer family, owners community, and unique access customers. This position entails providing top-level administrative support, excellent organizational skills, and proficient project management to assist the Chief Customer Officer, team leaders, and customers. The ideal candidate is customer-obsessed, proactive, detail-oriented, and professional, with excellent time management skills. Successful team members consistently embody Staccato's core values and strongly desire to exceed expectations.


KEY DUTIES & RESPONSIBILITIES

Administrative Duties

  • Provide exceptional administrative support to the Chief Customer Officer and team leaders.
  • Coordinate & maintain calendars, department shared drives, schedule meetings, and improve operational efficiency.
  • Prepare detailed reports, presentations, and other necessary documents.
  • Prepare for onsite and virtual appointments, ensuring all necessary materials and resources are organized for internal and external meetings.
  • Manage promotional items and shipments inventory, ensuring adequate stock levels and timely deliveries.
  • Utilize all standard company systems to assist in the development of systems, processes, and standards documentation.
  • Proactively identify opportunities to create surprise and delight moments for customers.
  • Maintain accurate and up-to-date customer profiles in Salesforce CRM.
  • Gather, organize, and communicate customer feedback to relevant stakeholders to support continuous improvement in customer journey and company core values.
  • Provide exceptional service to all customer segments utilizing customer journey touchpoints to enhance engagement and satisfaction.
  • Identify and share opportunities to enhance the customer experience and strengthen the Staccato brand through innovative initiatives.
  • Set up and manage daily SMS customer communications through live chat messaging software.
  • Support philanthropic community efforts with donation redemption and CRM data entry.
  • Organize, support, or manage departmental projects to ensure deadlines are met.
  • Utilize project management tools to track progress and collaborate effectively.
  • Support internal and external projects, proactively handling opportunities to ensure successful outcomes.
  • Collaborate with different departments to streamline processes and improve operational efficiency with assigned projects.
  • Provide physical and logistical support for on-site and off-site events, including supply management, shipping, and coordination of event-related tasks.
  • Utilize reservation and survey software and gather post-event insights.
  • Support the Master Calendar request, entry, and coordination process to ensure accurate data entry, and provide necessary reporting.


QUALIFICATIONS

In addition to general team member expectations, this role requires explicitly the following:

  • Bachelor's degree or equivalent experience preferred.
  • At least 3 years of experience in executive administration, luxury markets, customer service, hospitality, or a related field is preferred.
  • Proficiency in CRM, project and CX software preferred (e.g., Salesforce, Asana).
  • Proficiency in Microsoft Office Suite.
  • Excellent written and verbal communication and interpersonal skills.
  • Strong organizational and time-management abilities.
  • Ability to work effectively in a fast-paced and dynamic environment.
  • Flexibility to work occasional nights, weekends, and travel as required.
  • Willing to handle firearms and ammunition.
  • Reliable transportation is required.
  • Professional presence and attire are required. The customer-facing dress code applies.

COMPENSATION AND BENEFITS

A compelling executive compensation package will be outlined for the selected candidate, consisting of a base salary, annual bonus incentive, and equity package. We offer competitive benefits, including health insurance, a 401(k) plan, paid vacation, and holidays. In addition, as a Staccato team member, you enjoy discounts on Staccato products as well as access to and participation in world-class training experiences.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Requirements: