What are the responsibilities and job description for the Customer Success Coordinator position at Porta North America?
Job Description
Job Description
Benefits :
Challenging and rewarding job
401(k)
Dental insurance
Donation matching
Health insurance
Paid time off
Training & development
Vision insurance
Job Summary :
We are seeking a highly motivated and organized Customer Success Coordinator to join our team. This role is crucial for ensuring exceptional service by managing service and order requests, communicating effectively with vendors, and handling shipping and receiving duties. The ideal candidate will be a determined individual who excels in customer support and displays strong organizational skills.
Main Activities and Responsibilities :
Customer Service :
Service call support : in support of the PNA Service Manager, verify and gather all necessary parts, tools, and drawings needed to initiate a service call.
Process parts order requests from customers ensuring order accuracy and timely shipment of products.
Ensure all customer interactions are handled with prompt proactive communication, timely follow-up, and customer satisfaction with timely resolution.
Inventory Management :
Ordering inventory from vendors and suppliers and securing shipment arrival times.
Ensure orders align with the service requirements and budget constraints
Managing inventory by accurate placement of stock by physical location and ERP system
Inventory control : assist in maintaining accurate inventory records (e.g. inventory transfer, audits, etc) and monitor stock levels within the warehouse and service vans
Performing quality checks on stored inventory and managing inventory that does not meet company standards.
Updating inventory count and maintain inventory records to share with management and other stakeholders in the business.
Perform inventory investigation and report discrepancies per company standard and monitoring schedule.
Perform and document return parts process aligned to company quality standards of management and reporting.
Perform verification of parts utilization after service call to facilitate service call invoicing.
Logistics : Receive to Ship Process
Receive incoming goods per company procedures.
Enter incoming customer orders into the computer system.
Pull and package orders / itemspacking slips and other required documentation for shipping.
Invoice outgoing orders / shipment information in the computer system and provide documents to customers by email.
Prepare transfer documents for international shipments.
Contact customers with product availability status, backorders, freights charges, other issues, etc.
Key Performance Indicators (KPI)
Daily and monthly inventory accuracy per / company standard
Customer satisfaction rating
Customer loyalty rating
Order to ship accuracy
Technical Skills :
Proven experience in customers service / logistics or similar role.
Detail oriented with proven track record in accuracy and precision.
Demonstrated ability to manage competing priorities and manage time effectively.
High level of proficiency in office and database software, MS Office, CRM, and ERP systems.
Physical ability to lift 50 pounds, standing for 30-40% period of time, reach capabilities from the floor to above arms length.
Soft Skills :
Excellent communication and interpersonal skills with customers (internal, external customers, and vendors)
Determined and proactive in managing complex customer situations.
Highly organized and able to work independently with minimal supervision.
Adaptable and capable of working in a fast-paced evolving environment.
Education :
High school diploma required; Associate or Bachelors degree in business administration, logistics, or a related field preferred.
Personal Attributes :
Determined and proactive in managing complex customer situations.
Highly organized and able to work independently with minimal supervision.
Adaptable and capable of working in a fast-paced, evolving environment.
What We Offer :
A dynamic work environment where you can be part of a supportive and collaborative team.
Opportunities for professional growth and development.
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