Customer Service Coordinator
Summary:
The Customer Service Coordinator serves as the first point of contact for customers and visitors, providing professional reception services and administrative support to the Customer Service Department. This role assists the Customer Service Manager with daily operations, reporting, and special projects, ensuring smooth workflow and helping to achieve customer satisfaction goals.
Essential Duties and Responsibilities:
Reception & Customer Engagement:
- Greet visitors, clients, and vendors in a friendly and professional manner.
- Handle incoming calls and emails, ensuring customers are directed to the appropriate team members.
- Manage and distribute messages, inquiries, and support requests in a timely manner.
- Provide basic product information and initial assistance for customer inquiries.
Administrative Support:
- Perform general office duties such as filing, scanning, and document organization.
- Assist with scheduling and coordinating appointments, meetings, and conference calls for the Customer Service team.
- Order and maintain office supplies for the department.
- Prepare and process expense reports, purchase requests, and invoices as directed.
Reporting and Data Management:
- Compile, organize, and analyze data related to customer interactions and department performance.
- Generate and distribute regular reports on key metrics, including call volumes, case resolutions, and customer satisfaction scores.
- Assist in preparing presentations and dashboards for internal reporting.
Assistance to Customer Service Management:
- Support the Customer Service Manager in coordinating and executing department initiatives and projects.
- Help document and update standard operating procedures (SOPs) and process improvements.
- Act as a liaison between the Customer Service team and other departments for cross-functional activities.
- Take on additional tasks to assist in optimizing department workflows and customer experience.
Competencies: To perform the job successfully, an individual should demonstrate the following competencies:
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Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources.
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Interacting with Computers — Using computers and computer systems (including hardware and software) to program, set up functions, enter data, or process information.
- Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
- Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
- Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
- Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
- Communicating with managers and peers — Providing information to staff and management.
- Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
- Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
- Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others and maintaining them over time.
- Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
- Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
- Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.
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Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- High school diploma or equivalent (Bachelor’s degree preferred).
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1-2 years of experience in customer service, administration, or reception roles.
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Strong interpersonal and communication skills, with a professional demeanor.
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Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
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Ability to handle sensitive information confidentially and responsibly.
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Attention to detail and ability to multitask in a dynamic environment.
Skills and Competencies:
- Customer-focused mindset with problem-solving abilities.
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Strong organizational skills and a proactive approach to tasks.
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Adaptable and open to learning new processes and systems.
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Excellent written and verbal communication skills.
Language Skills: Excellent written and verbal communication skills required. Ability to read and comprehend complex instructions, long correspondence, and memos. Ability to write complex correspondence. Ability to effectively present information in one-on-one and small group presentations to customers, Customers, and other employees of the company. Speaks clearly and persuasively in positive and negative situations. Listens and gets clarification. Listens to others without interrupting.
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written and oral instructions. Ability to deal with problems involving few concrete variables in standardized situations. Exceptional organizational skills required. Ability to recognize and resolve problems quickly using sound judgment and diplomacy.
Computer Skills: To perform this job successfully, must have strong working knowledge of Microsoft Office. Inofotrac, Accountmate and FedEx Shipping Tool preferred.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk and hear, use repetitive motion, type, use ten key, and keyboard. The employee is frequently required to use hands and arms in handling, installing, positioning, moving material and manipulating things. The employee is required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet to moderate.
