Customer Support Coordinator
2 weeks ago
Position: Customer Support Coordinator
Location: Surrey, BC, CA
The Customer Support Coordinator is responsible for managing the complete order lifecycle from initial customer inquiries to shipment delivery. This role encompasses various tasks including:
- Converting inbound sales calls into actionable leads and orders through effective communication.
- Processing orders, tracking shipments, and expediting requests using CRM and ERP systems.
- Assessing customer inquiries to determine eligibility for direct sales and facilitating referrals to distribution as needed.
- Clearly articulating company terms, conditions, and sales policies to customers.
- Providing support to external sales teams and management.
- Delivering timely updates on order status, proactively addressing potential issues before they affect customers.
- Coordinating issue resolution by collaborating with internal teams to ensure prompt and effective solutions.
- Monitoring critical project statuses and escalating issues when necessary.
- Communicating technical product specifications to customers and distributor partners while managing customer expectations with internal and external stakeholders.
- Collaborating across departments to ensure a seamless customer experience throughout the sales process.
- Ensuring compliance with export documentation and performing customer audits as required.
- Driving continuous improvement initiatives and developing standard operating procedures for the role.
Key Competencies:
This position requires a commitment to continuous improvement, demonstrated through:
- Proficiency in using ERP and CRM software, along with other relevant computer applications.
- A strong background in applying continuous improvement methodologies.
- Excellent analytical and problem-solving skills.
- Strong interpersonal and leadership abilities.
- Exceptional organizational and time management capabilities.
Physical Requirements:
The role may involve various physical activities, including standing, walking, and lifting up to 25 pounds. Candidates should be able to navigate around obstructions and work in both manufacturing and office environments, which may expose them to varying temperatures and noise levels.
Disclaimer: This job description is not exhaustive, and Dover Corporation reserves the right to modify it as necessary.
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