Client Care Coordinator

Why We Exist: 

At ER2, we desire to grow a sustainable company that provides opportunity for individuals to continuously improve and grow. 

What We Actually Do: 

ER2 helps large organizations with seamless new technology hardware installation, efficient equipment management, and zero-waste disposal. ER2's unique business model enables the donation of thousands of computers to under-resourced communities, working towards reducing the digital divide.

ER2 is a leading provider of new and refurbished hardware purchasing solutions and Accidental Damage Protection (ADP) services specifically tailored for schools. Our dedicated focus on meeting the unique needs of educational institutions has established us as a trusted partner in the industry. 

Additionally, through our sister company, Revive IT, we are dedicated to providing professional, quality refurbished computers and other tech to customers across the globe.

Our Vision:

To Empower Uniqueness! via our: Team Members, Clients, Environment, and Community. 

How We Behave:

We are: Constantly Improving | Acting in Humility | Living a Life of Servanthood | Relentlessly Pursuing Excellence

But what does this really mean?

In short, no task is "beneath" you. It's our job to make sure the next guy or gal has enough toilet paper. We all have chores; even our CEO can be found cleaning/stocking bathrooms!

Being a part of the ER2 Family means you...

• Respect your peers and place of work
• Strive to always set the next person up for success
• Seek out feedback in hopes to become better 
• Give of yourself while expecting nothing in return

If you can commit to those values… we cannot wait to hear from you!

BEFORE YOU APPLY:

Please be sure to check out our careers page at https://www.er2.com/careers which explains our full hiring process so that you know what to expect! (The next step is a 1-way video interview!)

AFTER YOU APPLY:

Please be sure to add notifications@app.bamboohr.com to your email contact list so you don't miss any communication from us! (Or else it could sit in your spam!)

THE PERKS: 

• Healthcare coverage for full-time employees - a comprehensive benefits package that includes medical, telehealth, dental, vision, and life insurance, short term and long term disability, supplemental accident and critical illness insurance, employee assistance program, BenefitHub discount program
• 401(k) with company match (after just 90 days of employment!)
• Competitive wages
• Welcoming, caring, and dedicated team members 
• Fun culture with family-like vibes 
• Paid Time Off
• Company Branded Attire Allowance
• Professional & Personal Growth and Development Opportunities
• Real Life Skills Training
• A workplace built on continuous improvement - we work to ensure that everything we do adds value to our customer: Better process, easier work day, great product, on time, happy customers, successful company!
• All ideas are welcome, everyone has a voice here - unused employee genius is a big waste!

THE OPPORTUNITY:

We are looking for a full time Client Care Coordinator to support our logistics team in servicing our clients globally. This position offers you the chance to excel in a fast-paced environment, collaborating closely with our logistics team and clients to ensure seamless pickups and efficient operations. There will also be opportunities to help with special projects related to logistics as they arise. If you thrive on organization, communication, and problem-solving, this is the opportunity for you!

This is a full-time position M-F 8am-5pm. Starting pay $20-22/hour DOE.

THE PERFECT FIT:

We are seeking a detail-oriented individual with a passion for client service. The perfect candidate for this role is highly organized, adept at multitasking, and possesses excellent communication skills. You should have a proactive approach to challenges, a client-focused attitude, and a commitment to delivering top-notch service. If you have a background in scheduling, logistics, or IT asset management, along with a desire to contribute to a dynamic team environment, we want to hear from you!

IDEAL SKILLSETS:

• Strong Organizational and Multitasking Abilities: The role requires someone who can effectively manage multiple tasks at once, such as scheduling pickups, coordinating with various departments, and tracking logistics. An organized individual will be able to stay on top of all moving pieces and ensure timely completion of tasks.
• Excellent Communication and Interpersonal Skills: As the job involves constant communication with clients, drivers, vendors, and other departments, being able to convey information clearly and professionally is crucial. The ability to answer client inquiries in a timely manner and provide updates on pickups will directly impact client satisfaction.
• Logistics Coordination Experience: Experience in scheduling, coordinating shipments, and managing pickups is highly valuable. The role requires knowledge of transportation logistics, freight requests, and ensuring deliveries are made on time, which is vital for smooth operations.
• Proactive Problem-Solving and Client Service: The role involves addressing issues such as delays or cancellations and resolving them quickly. A proactive approach to solving problems and maintaining a client-focused attitude will ensure a positive client experience even when challenges arise.
• Attention to Detail and Data Entry Skills: Keeping accurate records of pickups, locations, and any relevant notes is essential for maintaining smooth operations. Attention to detail and the ability to update internal software with accurate and timely data will help keep the logistics operations running efficiently.

THE DAY TO DAY:

• Scheduling and coordinating pickups: You will be responsible for scheduling pickups from various locations and coordinating with the appropriate parties to ensure that the pickup is completed successfully.
• Communicating with clients: You will need to supplement our ER2 Portal communication with clients to confirm pickup details, answer any questions they may have, and provide updates on the status of their pickup. You’ll also be fielding client inquiries that come in via our main phone lines, ensuring client questions are answered and/or connected with the right person to help. 
• Answer client questions: You will receive and answer client inquiries through multiple channels such as tickets, phone calls, emails, etc
• Coordinating with drivers: You will work closely with drivers to ensure that they have all the necessary information and equipment needed for each pickup, and to provide them with any updates or changes to the pickup schedule. 
• Monitoring and tracking pickups: You will be responsible for monitoring the status of pickups and ensuring that they are completed on time and according to schedule.
• Addressing pickup issues: In the event that a pickup is delayed or canceled, you will need to work with the appropriate parties to address the issue and ensure that it is resolved as quickly as possible.
• Maintaining records: You will be responsible for maintaining accurate records of all pickups, including pickup times, locations, and any relevant notes or comments.
• Providing client service: You will need to provide excellent client service to ensure that clients are satisfied with their pickup experience and that any issues or concerns are addressed promptly.
• Coordinating with other departments: You will need to work closely with other departments, such as, account managers, operations, and drivers, to ensure that pickups are completed successfully and that clients are satisfied with their experience.
• Manage communication platforms: You will need to manage inboxes, voicemail, and tickets as requests come in, responding accordingly in a timely manner.
• Coordinating shipments: You will be responsible for coordinating shipments, including arranging for transportation, ensuring that shipments are properly packaged and labeled, and ensuring that they are delivered to their intended destination on time. Additionally, arranging the details around freight requests will be required.
• Ensuring compliance with regulations: You will need to ensure that all logistics operations comply with relevant regulations, including company, transportation, and environmental regulations.
• Communicating with vendors and suppliers: You will need to communicate with vendors and suppliers to ensure that they have the necessary information and resources to support logistics operations, and to resolve any issues or concerns that arise.
• Data Entry: You will need to update internal software with detailed information about pickups, drivers, costs, charges, client location information, etc ensuring our database is up to date and accurate.
• Supporting special projects: Working with teams across the organization to support any/all special projects that have a logistical need.

THE VITALS:

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Proven experience in scheduling, logistics, or client service.
• Proficiency in using computer systems and software, including Google Suite.
• Knowledge of IT asset management and data security best practices.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Detail-oriented with a high level of accuracy.
• Ability to work in a fast-paced environment and handle stressful situations calmly.

OTHER REQUIREMENTS:

• Ability to work in an office environment, with occasional visits to warehouse or client sites.
• Ability to sit, stand, and use a computer for extended periods.
• Occasional lifting of supplies and equipment weighing up to 25 pounds.
• Legally authorized to work in the United States.
• The ability to speak, read, and write English fluently.
• Must complete a background check and drug screening before hire.

ER2 is proud to be an equal opportunity employer. We are a diverse group of individuals from all walks of life with the unified desire to Empower Uniqueness and make a difference. All employment is decided on the basis of qualifications, merit, and business need. 

If you need assistance or an accommodation due to a disability, you may contact us at hr@er2.com

Disclaimer: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Salary : $20 - $22