Customer Support Coordinator

SUMMARY

The Customer Support Coordinator accurately prepares specs, pricing and instructions for quotes and orders, communicates information to customers in a timely manner, and provides a point of contact for sales and customers regarding quotes and orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Furniture Pricing and Quoting

• Meet with salesperson to determine scope/goal of quote
• Prepare complete model numbers using pricing software; confirm pricing/contracts, discounts, freight charges and miscellaneous fees
• Create quote in operating system; ensure all pricing, codes and order set up are accurate
• Prepare instructions for the PO and the Installation Team
• Prepare quote to order ready, and ensure order criteria are met for signed quotes/POs
• Assist with timely responses to RFPs and quotes
• Provide support to salesperson as requested

2. Order Placement and Acknowledgement

• Ensure all information in business operating system is complete and accurate, and that financial terms have been met prior to order placement
• Generate and send POs to vendors
• Complete all necessary GSA or other required forms for order entry
• Facilitate deposits for vendors in conjunction with the Finance department
• Receive and compare the vendor acknowledgement to the PO to verify accuracy

3. Order Tracking and Management

• Contact vendors to confirm shipping/shipping notice
• Track shipments on freight websites or via phone
• Review status of orders on a regular basis
• Submit required reports on-time and with high accuracy

4. Customer Engagement

• Notify client of order status upon order placement, acknowledgment and shipment
• Coordinate delivery with client (could be simple or complex, depending upon order)
• Field daily phone calls and emails from client
• Follow up with client at end of install

5. Invoicing and Order Completion

• Follow up on outstanding issues such as punch-list, freight claims and returned product
• Confirm order will invoice accurately by running pre-invoice report in operating system
• Send out customer satisfaction survey upon completion of order

6. Teamwork

• Actively participate in team meetings (assigned team and company-wide)
• Work to achieve team goals as assigned by manager and team
• Uphold and model company values

EDUCATION AND EXPERIENCE

• High school diploma or GED required; Bachelor or Associate degree preferred
• 1-2 years customer service experience required
• Design and/or systems furniture experience preferred but not required

IDEAL CANDIDATE

• Ability to learn and accurately utilize software
• Understanding of discounting and proficient math skills to apply discounting
• Strong organizational skills
• High attention to detail and ability to manage multiple tasks simultaneously
• Excellent documentation of order details
• Responsive communication with all internal and external customers
• High level of dependability and attendance; able to consistently meet deadlines
• Ability to prioritize competing deliverables and projects
• Open to feedback and coaching
• Able to ask for help when necessary
• Consistent high performer
• Ability to work independently and be a fully participating team member
• Able to work independently
• Consistent high performer
• Proficient in MS Office
• Quickly understand and follow established digital filing system