Please note that this role is eligible to work a hybrid schedule once training is completed (approx. 6 months) - 3 days in office, 2 days remote.
The Customer Service Coordinator is a member of a dedicated customer team and is responsible for providing best in class customer service, responsible for engaging with the customer for initial fuel delivery requests, order entry into the ERP system(s), and problem solving on behalf of the customer.
Responsibilities
Teamwork
- Regularly collaborate with team members to support assigned customers
- Coordinate with various departments to ensure high level operational issues are resolved completely and in a timely manner on behalf of the customer
- Provide back up support across all functions within customer team to ensure continuity
- Regularly share best practices and learning opportunities with peers across all Customer Experience teams
Initial Delivery Requests and Order Entry
Receive customer calls / emails, engaging with a warm, pleasant, and helpful attitudeIdentify customer needsEnter orders into the ERP system timely and accurately
Ensure all other needs are identified and met by engaging with the customerIdentify customer problems and resolve timely either directly or through other departments for resolution; maintain communication with the customer throughout the processImmediately contact the appropriate group(s) when a customer requires additional service and the call comes to the CSC; ensure a successful transfer of the call (if need be) is made to the appropriate person; CSCs will not utilize voicemail or unsolicited emails to hand off issuesIn addition to inbound phone calls and email, other methods of communication and requests for delivery need to be managed and executed upon by the CSC (e.g. inventory managed orders, third party portal, customer website, carrier managed) to ensure timely and accurate delivery of service on behalf of the customerOrder Entry
Ensure all loads requested are entered are successfully and order number is provided to the customerWork with logistics to confirm carrier availability and communicate confirmation back to the customerIn the event that the logistics team is unable to secure a carrier, escalate to other departments as needed for support and communicate status of efforts throughout to ensure all parties are aware of efforts and plansKeep customer informed of their order status at all times, no exceptionsCustomer Service
Greet customers warmly and ascertain problem or reason for callingResolve customer complaints by troubleshooting and / or engaging necessary internal departments or CRMEnsure that customer communication is thorough and that realistic expectations are communicatedEnsure that all customer requests are completed, even after handoff or escalation to other departmentsVerify that customer is satisfied with resolution or action plansPosition Requirements
Formal Education & Certification
High School Diploma requiredKnowledge & Experience
Customer ServiceTeam environmentModerate to advanced knowledge of Microsoft OutlookBasic Excel and Outlook proficiency requiredQualifications & Characteristics
EnthusiasticEffective problem solvingEfficient decision makingWork Environment
Hybrid Work schedule available after training is completed (approx. 6 months) that may require on-call or modified scheduleSitting for extended periods of timeWeekend work may be required at times and coordinated in advance with your supervisorDexterity of hands and fingers to operate a computer keyboard, mouse, and other computer componentsAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Learn More
