Customer Support Coordinator

5 months ago

Bellevue, United States Catalyst Workplace Activation Full time
SUMMARY

The Customer Support Coordinator accurately prepares specs, pricing and instructions for quotes and orders, communicates information to customers in a timely manner, and provides a point of contact for sales and customers regarding quotes and orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Furniture Pricing and Quoting
  • Meet with salesperson to determine scope/goal of quote
  • Prepare complete model numbers using pricing software; confirm pricing/contracts, discounts, freight charges and miscellaneous fees
  • Create quote in operating system; ensure all pricing, codes and order set up are accurate
  • Prepare instructions for the PO and the Installation Team
  • Prepare quote to order ready, and ensure order criteria are met for signed quotes/POs
  • Assist with timely responses to RFPs and quotes
  • Provide support to salesperson as requested
2. Order Placement and Acknowledgement
  • Ensure all information in business operating system is complete and accurate, and that financial terms have been met prior to order placement
  • Generate and send POs to vendors
  • Complete all necessary GSA or other required forms for order entry
  • Facilitate deposits for vendors in conjunction with the Finance department
  • Receive and compare the vendor acknowledgement to the PO to verify accuracy
3. Order Tracking and Management
  • Contact vendors to confirm shipping/shipping notice
  • Track shipments on freight websites or via phone
  • Review status of orders on a regular basis
  • Submit required reports on-time and with high accuracy
4. Customer Engagement
  • Notify client of order status upon order placement, acknowledgment and shipment
  • Coordinate delivery with client (could be simple or complex, depending upon order)
  • Field daily phone calls and emails from client
  • Follow up with client at end of install
5. Invoicing and Order Completion
  • Follow up on outstanding issues such as punch-list, freight claims and returned product
  • Confirm order will invoice accurately by running pre-invoice report in operating system
  • Send out customer satisfaction survey upon completion of order
6. Teamwork
  • Actively participate in team meetings (assigned team and company-wide)
  • Work to achieve team goals as assigned by manager and team
  • Uphold and model company values
EDUCATION AND EXPERIENCE
  • High school diploma or GED required; Bachelor or Associate degree preferred
  • 1-2 years customer service experience required
  • Design and/or systems furniture experience preferred but not required
IDEAL CANDIDATE
  • Ability to learn and accurately utilize software
  • Understanding of discounting and proficient math skills to apply discounting
  • Strong organizational skills
  • High attention to detail and ability to manage multiple tasks simultaneously
  • Excellent documentation of order details
  • Responsive communication with all internal and external customers
  • High level of dependability and attendance; able to consistently meet deadlines
  • Ability to prioritize competing deliverables and projects
  • Open to feedback and coaching
  • Able to ask for help when necessary
  • Consistent high performer
  • Ability to work independently and be a fully participating team member
  • Able to work independently
  • Consistent high performer
  • Proficient in MS Office
  • Quickly understand and follow established digital filing system

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