Customer Experience Coordinator

Deliverzen exists to serve the fulfillment and inventory control needs for companies that need reliability behind the scenes to build their brand the world sees. We do fulfillment work for companies so they can focus on serving the people that use their products. We know at almost every touch point of the process, there is a person. That’s why we focus on Serving People First. At Deliverzen, we want to build trust and long partnerships with our customers. We are a small 3PL focused on delivering incredible service with a high attention to detail for our customers.

“Our mission is to Deliver the best service in the order fulfillment industry.”

Role Summary: Customer Experience Coordinator  

Job Summary

As a Customer Experience Coordinator, you will be responsible for providing exceptional customer support and management to clients of our fulfillment platform. You will handle inquiries, resolve issues, and ensure a seamless, hands-off experience for our customers. This role requires strong communication skills, a deep understanding of e-commerce platforms, operations, and a commitment to delivering outstanding service.

Responsibilities include:

1.     Customer Inquiries Handling:

• Respond promptly and courteously to customer inquiries via email, live chat, phone, and social media channels.
• Assist customers with product information, order status, shipping queries, and general troubleshooting.
• Provide personalized support to address individual customer needs and preferences.

2.     Issue Resolution:

• Investigate and resolve customer complaints, concerns, and escalations in a timely and effective manner.
• Collaborate with internal teams such as logistics, warehouse, and IT to resolve complex issues and ensure customer satisfaction.
• Take ownership of customer problems and follow through to resolution, keeping customers informed throughout the process.

3.     Account Order Management:

• Manage order processing, including order entry, tracking, and updates.
• Coordinate with logistics partners to ensure timely order fulfillment and delivery.
• Address order-related issues such as changes, cancellations, and returns according to company policies.

4.     Product Knowledge and Upselling:

•  Maintain a thorough understanding of our product offerings, including features, specifications, and pricing.
• Proactively recommend products or alternatives to meet customer needs and preferences. 
• Identify opportunities for upselling or cross-selling based on customer inquiries and behavior.

5.     Quality Assurance and Feedback Analysis:

• Monitor customer feedback and satisfaction metrics to identify trends and areas for improvement
• Provide insights and recommendations to management for process enhancements and service improvements.
• Participate in quality assurance activities to ensure adherence to service standards and policies.

6.     Documentation and Reporting:

• Maintain accurate records of customer interactions, transactions, and resolutions using CRM software.
• Generate reports and analyze data related to customer service performance, identifying key metrics and trends.

Requirements:

• Minimum requirement; High school diploma or equivalent; experience (min. 2 years) in a related field will also be considered
• Previous experience in customer service roles, at least 2 years in an e-commerce or logistics environment.
• Strong communication skills, both verbal and written, with proficiency in English (additional languages a plus).
• Excellent problem-solving abilities and a customer-focused mindset.
• Familiarity with e-commerce platforms and customer service software (e.g., Hubspot, slack, teams, Monday.com)
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Empathy, patience, and a positive attitude towards customer interactions.
• Basic knowledge of sales techniques and upselling strategies.
• Flexibility to work shifts including evenings, weekends, and holidays as needed.