Customer Service Coordinator

North Country Business Products, Inc. - Urbandale, IA (30+ days ago)2.9

Des Moines, IA

North Country Business Products (NCBP) is the Midwest's leader in the installation and servicing of Point of Sale (POS) computer based cash register systems for the grocery, convenience store, restaurant and hotel industries. We are always looking for top notch talent to join our team. If you want to excel in a high paced and challenging environment and contribute your administrative expertise– apply to become a NCBP Employee-Owner!

The Service Coordinator will act as the first point of contact for our customers seeking support. This position will answer incoming calls and respond to email requests; ask appropriate questions to understand, direct, and schedule service incident requests; coordinate and communicate with both customers and associates regarding the status and needs of service incident requests; and provide general customer service. In addition, this position may provide general administrative support for service operations including ensuring efficient, timely and accurate processing of information that includes data entry, inventory duties, maintaining organized records and other administrative functions.

Provide friendly, professional, internal and external customer service at all times.
Provide superior service via incoming or outgoing phone or email communications.
Provide first level response to our POS customers using excellent communication skills (verbal, written and listening).
Schedule/dispatch all service incidents based on nature of service, priority, technician availability and skill set. Communicate to customer date and time of expected service to be dispatched.
Quickly access customer information, guide the customers using basic technical questions and accurately log pertinent data into our database.
Confirm contractual agreements and establish billing protocol with the customer and/or field technician. Perform collections while working with Accounts Receivable when necessary.
Live transfer high priority issues (Priority 1 and 2 incidents) to the next available associate / hunt groups.
Provide efficient administrative support including answering and directing calls; taking messages; greeting customers, vendors, applicants, and associates; set-up of meeting rooms; ensuring the office building is clean, organized and customer ready at all times
Provide shipping and receiving administrative support as necessary
Provide inventory support as necessary, including verifying stock activity reports and researching discrepancies, completing and documenting item transfers, preparing and verifying monthly inventory reports and reconciliations, and ordering parts to replenish stock levels.
Escalate/dispatch to service management as needed.
Attend ongoing position relevant training as assigned by manager.
Coordinate with manager to improve processes and ensure compliance with establish procedures.
Complete special projects and other duties as assigned.

Associates in this position must have the ability to guide external customers and internal technical staff through on-site questions or issues. This position requires someone who can work calmly and professionally when under pressure and can handle a high call volume throughout the day.

Qualifications Needed:
1+ years experience in POS or in a similar customer service/call center/industry environment strongly preferred.
1+ years experience scheduling multiple teams with numerous skillsets and across a variety of geographic locations preferred.
Excellent communication (verbal, written and active listening), customer service, computer and data entry skills required.
Solid aptitude and proficiency with Microsoft Office and Outlook required.

We offer a competitive compensation and benefits package that includes:

Competitive wages
Employee Stock Ownership Plan (ESOP)
Paid Time Off (PTO)
Health Insurance
Dental Insurance
Vision Plan
Flexible Spending Accounts (FSA)
Long Term Disability
Life Insurance
Additional Term Life Insurance
Computer Purchase Program
And more!

NCBP is Employee Owned and Operated.

What does it mean to be an Employee Owner? Our Employee Owners consistently make decisions in the best interest of our company, our Customers and our shareholders (us!). As an Employee Owned company, everyone at NCBP is committed to your success because each and every one of us has a stake in it. Our profits are shared by all and are driven by our short and long term growth strategies and by creating raving fans of our Customers. When you work at NCBP, you get the satisfaction that comes from knowing that you own a piece of the Company that you help grow and prosper.

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NCBP is an Equal Opportunity Employer. It is our policy not to discriminate against any applicant or associate because of age, sex, gender, marital status, genetic information, status with regard to public assistance, veteran status, race, color, religion, national origin, disability or any other protected characteristic protected by federal, state or local law.