Customer Experience Coordinator

Job Responsibilities:

The primary role of a Customer Experience Coordinator is to address customer issues and resolve them in a timely and efficient manner. You are expected to interact with customers on a variety of channels such as phone, email, and social media, and ensure that all valid customer concerns are being dealt with immediately. Job level progresses based on skill set and competencies displayed as well as actual execution of job functions, including, but not limited to:

• Manage incoming phone calls, email, social media and take the extra mile to engage customers
• Identify and assess customers needs to achieve satisfaction
• Escalate unresolved issues to the appropriate internal teams
• Collect prompt and accurate feedback from customers
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within determined SLA; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Purchase Order and Sample Order creation, review, release
• Work on RMA requests, Invoice inspection, timely processing
• Provide ETAs and tracking numbers proactively
• Front line support for all warranty issues
• Weekly open order review and inspection, communication to partners
• Other tasks and projects assigned by manager