Customer Experience Coordinator

4 weeks ago

Graham, United States X Caliber Container LLC Full time

XCaliber Container, LLC is a leading storage container company committed to providing exceptional customer service and high quality storage solutions. With a focus on innovation and excellence, we strive to exceed out customer's expectations and deliver value in every interaction. As we continue to grow, we are seeking a dedicated and customer-focused individual to join our team as a Customer Experience Coordinator.

The Customer Experience Coordinator will be responsible for providing outstanding service support to our customers by addressing inquiries, resolving issues, and ensuring a positive customer experience. Reporting to the Supply Chain Director, a successful candidate will play a vital role in building and maintaining strong customer relationships and contributing to the overall success of the company. This position requires excellent communication skills, including ability to listen and provide empathy, attention to detail, and a passion for delivering exceptional customer service.

Responsibilities include:

  1. Serve as the primary point of contact for customer inquiries and service requests, responding promptly and professionally via phone, email, and other communication channels.
  2. Review and revise sales orders for accuracy and transition completed orders to Production team.
  3. Collaborate with Sales and Production teams to ensure delivery of high-quality products.
  4. Address customer complaints and concerns in a courteous and empathetic manner, resolving issues promptly and escalating complex issues to the appropriate personnel as needed.
  5. Proactively follow up with customers to ensure satisfaction with products and services, seeking feedback and opportunities for improvement.
  6. Collaborate closely with sales, operations, and logistics teams to coordinate order fulfillment, resolve delivery issues, and ensure on-time delivery to customers.
  7. Upon customer's final approval, supervise the final steps with sales, including the final payment, delivery issues, and delivery location.
  8. Oversee work estimates and ensure accuracy in price, quantity, work order build, and location delivery feasibility.
  9. Ensure the sales team is loading warranties, checklists, deposits, work orders, and delivery addresses in CRM.
  10. Maintain accurate records of customer interactions, transactions, and inquiries, utilizing CRM software and other tools to track customer communications and manage customer accounts.
  11. Stay informed about company products, promotions, and policies, as well as industry trends and best practices, to provide informed assistance to customers.
  12. Assist in identifying opportunities for process improvements and efficiency gains within the customer care function, contributing to the overall effectiveness of the team.
  13. Adhere to company policies and procedures, including confidentiality guidelines and data security protocols, to protect customer information and maintain compliance with regulatory requirements.
Requirements

Qualifications:
  1. High school diploma or equivalent; associate's or bachelor's degree preferred.
  2. 2-3 years in a customer service or customer care role, preferably in a manufacturing or distribution environment.
  3. Excellent communication skills, both verbal and written, with the ability to convey information clearly and professionally to customers and colleagues.
  4. Strong interpersonal skills, with the ability to empathize and listen to customers, build rapport and trust, and work effectively in a team-oriented environment.
  5. Exceptional attention to detail and accuracy, with the ability to enter and manage data efficiently in computer systems and databases.
  6. Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM software or similar customer management tools.
  7. Ability to prioritize tasks, manage time effectively, and meet deadlines in a fast-paced and dynamic work environment.
  8. Flexibility and adaptability to handle changing priorities and customer needs, with a positive attitude and a willingness to learn and grow.
  9. Empathy and patience in dealing with customer inquiries and complaints, with a commitment to providing excellent service and resolving issues to the customer's satisfaction.
  10. Quality control experience is a plus.
Minimum Requirements:
  1. 2-3 years of experience in a customer service or customer care role.
  2. High school diploma or equivalent.
  3. Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
  4. Ability to travel to XCaliber headquarters in Graham, TX if needed

XCaliber Container, LLC is an equal opportunity employer.

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