Customer Service Coordinator

CUSTOMER SUPPORT OPERATIONS (CSO)
Customer Response Center
Manufacturing or Aerospace exp


PAY RATE RANGE: $23-$26/hr
1st shift

CUSTOMER SERVICE COORDINATOR
Maintains customer satisfaction by providing product, service and account information and monitoring
performance for product warranty, maintenance agreements, and/or purchase orders. Typically, responsible for groups of accounts that are moderately complex or where account relationships are well established.
ESSENTIAL FUNCTIONS
1. Administers customer accounts by reviewing service and/or spare product requirements to existing terms and conditions of purchase orders or maintenance agreements.
2. Establishes and maintains customer relationships through courteous and efficient servicing of customer
requests. Maintains regular communication with assigned customer accounts and responds to customer service issues.
3. Prepares, and submits correspondence in response to customer requests. Maintains an appropriate level of confidentiality with regard to customer and company matters.
4. Responds to requests for quotations in a timely manner and coordinates with price estimating. Reviews pricing for reasonableness, submits quotations/proposals for customer review, and handles
customer questions regarding the submitted quote/proposal.
5. Coordinates with various functions of the company (e.g. quality, shipping/receiving, accounting, order entry, planning and shop personnel) on customer issues. Prioritizes requests and commits to reasonable production and/or provisioning lead time.
6. Monitors delivery status and provides status reports to customers by gathering data, researching outstanding shipments, obtaining up to date shipping information, and following up with the customer.
7. Ensures invoices have been processed and paid by monitoring the customers' account status and coordinating with Accounts Receivable. Supports the company's collection efforts.
8. Investigates and resolves customer complaints or claims by collecting and analyzing documentation and prior history files. Resolves complaints regarding damaged, late or incorrect shipments and may have authority to offer discounts up to a limited maximum dollar amount.
Candidates should also have the following skills.
Excellent data entry skills
Excellent customer service skills
Problem solves
Organized and able to manage their desk
Complete assignments timely
Fast learner
Shows initiative, willingness to learn and develop themselves
Good Microsoft skills (word and excel) and has experience working with databases and mainframe system

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