The Customer Service Coordinator works with customers to find what they need, answer questions, creates solutions and ensures a smooth and quick sales process via face-to-face, calls, email and fax customer interactions. Handles customer issues including warranties and returns. Helps the branch build its sales by helping to maintain house accounts through active Dealer communication of new product launches, sales and or discounts via outbound calls and in-house counter discussions. Partner with region Territory Sales Managers and others to help drive territory coverage and maintain positive dealer relationships. In Addition - Provide leadership, training and guidance among the CSRs and clerks at the branch in order to provide exceptional customer service and safe work practices. This includes working closely with the Branch Manager to ensure the branch store meets new business plans, processes are followed including sales, warranties, shipping, and housekeeping.

Position Responsibilities may include; 

• Team lead for Customer Services Representatives (CSRs) by assisting the Branch Manager with training and reporting.
• Work with the Branch Manager (BM) to ensure delegated work flow to CSR’s is achieved.
• Provide feedback to Customer Service employees on performance under direction with the BM. 
• Provide motivation to staff on giving excellent customer service to our customers.
• Coach & train employees as needed.
• Capture, compile and analyze data relating to department /customer service activities. 
• Participate and/or lead process improvement efforts.
• Assists manager to fill open positions in department, review resumes and interview potential candidates.
• Participate in additional projects to support ongoing business needs. 

Nature and Scope: 

• May provide direction amongst Customer Service Representatives 
• Ensure all employees are following work processes/procedures and take the required training 
• Assist Branch Manager with branch operations and other duties as assigned 
• Support sales teams and inside account representatives as well as all branches if needed 

Knowledge and Skills:

• Experience with performance metrics, process improvement, and policy enforcement 
• Superior Customer Service skills 
• Effective conflict resolution skills and maintain professionalism, poise during stressful situations 
• Productive Relationship Management Skills 
• Experience with training methods
• Excellent verbal and written communication skills including listening skills. 
• Working knowledge of Microsoft Office – Outlook, Word, Excel 
• Strong analytical, data analysis and problem solving skills 
• Effective organizational and time management skills; ability to handle changing priorities
• Ability to apply good judgement, strong work ethics and integrity on the job. 

Experience:

• 5 plus years of supplying superior customer service experience 
• CSR supervisory/lead experience preferred 

Education:

• High School diploma or GED equivalent minimum. College preferred. 

People Management; No

Physical Requirements / Working Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations. Includes standing, walking, working at desk and at store customer counter 

Reports to: 

• Manager, Branch 

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.