Customer Service Coordinator (HYBRID)

Overview

The Customer Service Coordinator (CSC) is responsible for providing end to end support for our internal and external customers to ensure a positive experience in accordance with WernerCo’s service delivery strategy. The CSC creates a personal connection to the customer and demonstrates favorable image of the organization through effective use of soft skills and problem-solving skills, professional communications, and internal/external customer interactions.

CSC’s are typically placed within smaller teams that are focused on certain specific core responsibilities of the entire department.  Training is provided to allow growth and movement between teams and the ability to support each other.

Responsibilities

Core Responsibilities

• Receive and process customer calls, inquires and service requests from start to finish in a positive, efficient & professional manor.
• Demonstrate functional skill to troubleshoot and resolve technical problems and account inquiries through both verbal and written means.
• Maximize the customer experience by identifying and articulating solutions with focus on first-call resolution.
• Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving. When appropriate, follow established escalation procedures to expedite prompt resolution.
• Correct discrepancies on customers' accounts and researches service disruptions as necessary.
• Proactively contact customers with order resolution, current shipping information and corrective action on late or problematic orders
• Process product returns and credit requests as assigned
• Timely acceptance and processing of inbound orders including: purchase orders, show orders, samples, reverse & rebills, EDI, RMA’s etc.
• Lead the daily order fulfillment flow to resolve daily execution issues including: splitting orders when necessary, special requests, new customer account set up, account maintenance, price discrepancy management, etc.
• Review and action daily order management reports taking the necessary actions to understand and communicate order statuses.
• Follow established troubleshooting and case documentation procedures.
• Other Duties that are reasonably associated with the above essential functions of the job

Customer Care employees at all levels are expected to:

• Own the customer experience - think and act in ways that put our customers first and make them promoters of our products and services.
• Understand and adhere to corporate and departmental policies & procedures.
• Set clear expectations by providing accurate information and transparent communication.
• Educate and promote self-service options to our customers
• Actively participate in all necessary training programs.
• Proactively provide and communicate process & system improvement needs.
• Regular, consistent, and punctual attendance.
• Win as a team - make big things happen by working together and being open to new ideas.

Qualifications

Requirements:

• Minimum 2 years’ experience working in a customer facing service role.
• Associate Degree in Business Administration or equivalent preferred
• Must possess a professional, friendly attitude and strong telephone handling skills to be able to quickly develop a rapport with internal and external customers over the phone
• Excellent interpersonal, written, and oral communication skills
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment