Customer Care Coordinator

3 weeks ago

Nashville, United States Genesco Full time

** Customer Care Coordinator**

**Job Category****:** Customer Service **Requisition Number****:** ACCOU001490 Showing 1 location **Job Details**

**Description**

**The Ideal Candidate**

The primary function of the Customer Care Coordinator position is to build and maintain strong relationships with assigned Wholesale accounts. This role serves as the primary liaison between customers and the sales force and is responsible for processing, reviewing, and handling all activities from order placement to product delivery. Excellent communication skills, professionalism, and a positive attitude are required to ensure that a high level of customer satisfaction is maintained. Quality service to both internal and external customers is expected.

**How You Will Make an Impact**

* Process and maintain customer orders received via telephone, email, fax, mail or Electronic Data Interface (EDI).

* Answer telephones and investigate / communicate the appropriate answer on all customers and sales representatives requests and inquiries (i.e., check order status, inventory status, merchandise availability, prices, etc.).

* Good follow up and follow through is needed on all accounts within specified region(s).

* Set up new customer accounts and maintain master files, as necessary.

* Work closely with Distribution Center and Traffic Department to insure proper shipping and labeling instructions are met on customer orders (review Routing Guides).

* Work closely with Returned Goods Department for proper handling of customer returns.

* Issue Return Authorization Forms and create hand billing, when necessary.

* Trace customer shipments and provide proof of delivery to customer, Credit Department, Traffic Department, or the Adjustment Department, as required.

* Work closely with other Account Coordinators to adequately resolve customer deductions in a timely manner.

* Provide general administrative support to include filing, scanning, printing / updating reports, and mailing invoices/ credit memos to customers.

* Provide internal support to Sales, Marketing, Product Development, Merchandising, Distribution Center and Credit Department personnel.

* Seek process improvements and provide feedback to Director, Customer Service.

* Other responsibilities and duties as assigned.

**Experience and Skills You'll Need to Have**

* High school diploma required, Bachelor preferred

* Minimum of four (4) years experience in customer service and/or sales related field

* Strong computer skills with the ability to quickly learn in-house order management system and report writer

* Excellent keyboarding and 10-Key (number pad) skills

* Good follow-up and follow-through techniques

* Ability to handle multiple tasks

* Able to use good business judgment

* Excellent verbal and written communication skills

* Team player with effective interpersonal skills and customer focused attitude

* Critical thinking and problem solving skills

* Self- motivated individual willing to see all assignments to completion

#LI-CC1

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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