What are the responsibilities and job description for the Customer Care Coordinator position at Reddy Ice?
POSITION PURPOSE
The role of the Customer Care Coordinator is to develop customer relationships to increase customer loyalty and interact with customers in an efficient and professional manner.
The Customer Care Coordinator is responsible for answering incoming calls from customers, answering inquiries and questions, handling complaints, troubleshooting problems and providing information that ultimately resolves the request. As this environment is fast paced, you must be able to work under pressure and accurately process a high volume of calls on a daily basis and follow up with the request until it is resolved.
You will be expected to provide the highest level of customer service in a friendly and helpful manner. This position requires an eye for detail and the ability to adapt to changing workloads and requests.
Demonstrates our “True North” attributes : voice of the customer, respect for the individual, no nonsense communication and utilization of facts, servant leadership and has a continuous improvement mindset in every facet of leadership and daily interaction. Leads, collaborates and demonstrates the lean principles and utilizes the lean methodologies and tools to facilitate continuous process improvements and value creation for our customers, employees and shareholders. Actively utilizes lean tools (VSM, Kaizen, A3, etc.) to inform and assess business opportunities to drive continuous improvement. Lead and participate in Kaizen and value stream mapping activities.
DUTIES & RESPONSIBILITIES
Inbound and outbound call management in efforts to satisfy the customer’s queries with the best knowledge & expertise. Process orders in system Accurate and timely follow up for internal and external customers. Ensure Customer Service levels are met or exceeded. Identify, research, and resolve customer issues using the various methods. Complete call logs and reports as needed. Work in collaboration with internal and external customers to ensure appropriate standards are outlined and implemented. May be required to perform miscellaneous tasks to provide additional support to the organization. Proactively identify trends from customer contacts and review with manager Make and assume other duties and responsibilities required or assigned by management. Adhering to the Code of Business Ethics is essential. We value honesty and integrity above all else and we expect our employees to be committed to the highest ethical standards. Maintain high safety standards. Safety is personal for us all.
CONTACTS
Internal : Interaction with all levels of the organization and management teams
External : Customers, 3rd party vendor, co-packers and distributor
EDUCATION & EXPERIENCE
- Associates or Bachelor’s Degree preferred but not required
- 1-3 years experience in Customer Service
- Knowledge of inbound / outbound call center processes
- CRM preferred but not required
SUPERVISORY RESPONSIBILITY
SKILLS & ABILITIES
SUPERVISORY RESPONSIBILITY
No supervisory responsibility
WORKING CONDITIONS / PHYSICAL REQUIREMENTS
This position works in a typical office environment, is generally sedentary, and uses computers, calculators, phones, and other office equipment. Work is conducted in a fast-paced, rapidly changing environment. Flexible Schedule with weekends and evenings rotation as needed. Overtime may be required.
