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Customer Satisfaction Coordinator

2 months ago

Willingboro, New Jersey, United States Radwell International Full time
Job Description

**Job Summary**

Radwell International is seeking a highly skilled and bilingual Customer Satisfaction Coordinator to join our team. As a key member of our Customer Satisfaction department, you will be responsible for ensuring high levels of customer satisfaction by resolving warranty, returns, credits, and reactive expediting issues in a timely and professional manner.

**Key Responsibilities**

  • Expedite all open orders reactively from customer inquiries by contacting vendors and customers, notifying customers and updating Dynamics as necessary.
  • Note each sales order and its corresponding purchase order with any changes such as quantity, delays, price discrepancies and/or cancellation requests in detail.
  • Update customers of the latest delivery status of their open orders.
  • Respond to customer inquiries by phone, email, and/or fax.
  • Respond to all customers in a timely, efficient, and professional manner.
  • Interact with other departments within Radwell International to effectively meet customer needs.

**Returns and Warranties**

  • Respond to customer requests for Engineering consults, RMA's for credits and warranty repairs in a timely fashion.
  • Distribution Returns - Customer contact; Manufacturer/Distributor contact. Sales interaction. Returns receiving interaction. Accounting interaction.
  • Returns/Warranties - Customer contact; interaction with sales and QA Technicians. Interaction with Quality Control management.
  • Warranty Returns - Arrange for customer to go over problem with Team Leader. Process return number and notify any rush repairs.

**Customer Satisfaction**

  • Ensure high degree of customer satisfaction by responding promptly, professionally and efficiently to all customer related requests.
  • Research/communicate/report/resolve/archive as requested all customer and/or employee questions/comments and issues using Radwell International systems.
  • Maintain organized outlook folders and manage inbox (keep inbox empty); save records of all customer related conversations/communications in Inbox-sub-folders named by a standard main-category.
  • Use customer/employee feedback and research/testing to suggest corrections and/or improvements within customer related Radwell International Systems.
  • Document and assist on special projects as requested.
  • Report any/all customer complaint's needing manager resolution to Customer Satisfaction Supervisor for follow up/closure.
  • Escalate any/all customer service issues to the SCSC, ACSM, or the CSM.

**Metrics**

  • Customer contact must be made within the hour for any request received before 4pm. Any request received after 4pm contact must be made to state the request will be handled the next business day.
  • Productivity will be measured quarterly and month to month comparisons will be documented for number of phone calls and emails handled.

**Knowledge and Skills Required**

  • Strong Computer Proficiency
  • Being able to multi-task
  • Strong follow up skills
  • Attention to detail
  • Accuracy
  • Problem solving abilities
  • Good Communication skills
  • Must Be Bilingual in Spanish/English, verbal and written

**Education and Experience**

High School Diploma or equivalent required. Associates Degree is a plus. 1 to 3 years related customer service experience and/or training.

**Physical Demands**

  • This is an office job and entails the physical demands associated with operating a telephone and computer (viewing monitor, keyboard, and mouse).
  • Lifting requirements include occasional lifting of up to 25 pounds.

**Employee Evaluation Summary**

  • Introductory -- Will be written at approximately 30, 60, and 90 days after employment and will be used to determine whether employee has sufficiently met and performed the job requirements, and will indicate whether employment will continue.
  • Quarterly Reviews will be performed on sections described above.
  • Annual Reviews - Employee will be given a formal annual review which assesses productivity and demonstrated business skills and accomplishments for the previous period.