Customer Support Coordinator
6 months ago
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
- 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
- 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
- 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
- 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
- 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
- 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
- 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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