Customer Service Coordinator

Summary Description

The Customer Service Coordinator plays a crucial role in maintaining a positive customer experience by supporting the external Customer Service team and facilitating seamless communication. This position involves a variety of responsibilities, all aimed at ensuring customer satisfaction and efficient service delivery. Here’s an overview of key tasks and skills needed for the role

Primary Job Responsibilities

Customer Inquiry Management:

• Act as a primary point of contact for the customer care team, addressing questions and providing information promptly and professionally.
• Route complex inquiries to the appropriate team member or department for resolution.

Issue Resolution:

• Collaborate with internal teams to resolve customer issues or concerns in a timely manner.
• Track and follow up on open cases to ensure that all issues are resolved to the customer’s satisfaction.
• Identify opportunities to enhance the customer journey and propose innovative solutions.

Support for External and Internal Teams:

• Provide administrative support to both the internal Customer Service team and customers.
• Maintain accurate records of customer interactions, including issues, resolutions, and feedback.

Quality Assurance:

• Ensure that all customer interactions are handled with professionalism and in line with company policies and service standards.
• Continuously evaluate customer feedback and service processes to recommend improvements.

Coordination of Communication:

• Facilitate clear communication between customers, the Customer Service team, and other relevant departments (e.g., sales, logistics).
• Support cross-functional teams to meet company objectives and customer satisfaction goals.

Essential Skills:

• Strong Communication: Ability to communicate clearly and professionally with both external customers and internal teams.
• Problem Solving: Capability to analyze situations, identify problems, and develop effective solutions.
• Time Management: Balancing multiple customer inquiries and tasks while ensuring timely resolutions.
• Detail-Oriented: Ensuring that all customer details, interactions, and resolutions are accurately recorded.
• Customer Focused: A commitment to providing the highest level of service and satisfaction.

Requirements:

• Bachelor’s degree in business, communications, or a related field (preferred).
• Minimum 2-3 years of experience in a customer service or coordination role.
• Strong verbal and written communication skills.
• Proficiency in Salesforce Commerce Cloud (preferred)
• Exceptional organizational and multitasking abilities.
• Problem-solving skills with a customer-first mindset.
• Ability to work effectively in a fast-paced, team-oriented environment.

Core Values and Traits:

Play as One Team:

• Showing respect towards everyone
• Commitment for the team’s work and decisions

Play with Elegance:

• Striving for excellence
• Treating others with fair play and humility

Play by Daring:

• Having the courage to speak up, experiment and take initiative
• To explore new opportunities

Play with Tenacity:

• Constantly seek continuous improvement
• Learning from our failures

At Lacoste, we’re committed to building the best team we can. We hire for potential and support every team member through each step of their career development. Building a diverse, equitable, and inclusive space for our team to think differently and push the status quo is incredibly important to us; and we strive to use these guiding principles as the foundation for how we interact with each other, how we build our business, and how we hold ourselves accountable to our core values.

Equal Opportunity Employer:

At Lacoste, we’re committed to providing equal opportunities (EEO) to all employees and applicants for employment regardless of their race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression, national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, and/or any other characteristic protected by applicable federal, state, and local laws.

* This job description is not intended to be exhaustive. They can be changed orally or in writing at any time by the discretion of management.We as Lacoste associates must also always ensure that all functions of our position are represented with our core values.