Customer Experience Coordinator at Walpole Outdoors LLC

Description

The Customer Experience Coordinator plays a key role in fostering exceptional customer relationships by serving as the primary point of contact for customers post-sale. This role is responsible for managing administrative duties within the branch to ensure seamless order fulfillment, customer satisfaction, and alignment with company goals. The Coordinator will support the customer experience process, maintain strong communication with clients, and contribute to the achievement of business objectives.

Requirements

• Serve as the primary point of contact for assigned customers throughout the post-sale process, ensuring effective communication and timely updates via four key touchpoints:

     - Call 1: Acknowledge the customer’s order, explain next steps, lead time, and

                    payment terms.

     - Call 2: Confirm the tentative installation date and verify alignment with the customer's schedule.

     - Call 3: Collect any payment due prior to installation.

     - Call 4: Ensure customer satisfaction with the completed project and process final payment.

• Manage the invoicing process for completed orders.
• Support the collection of outstanding accounts receivable.
• Handle incoming customer inquiries from phone calls, emails, and eCommerce web inquiries, providing prompt, accurate responses to questions or concerns regarding orders, product details, or services.
• Serve as the main point of contact for internal teams regarding eCommerce orders, facilitating smooth communication between departments and addressing any order- related questions.
• Perform data entry and inventory management tasks, including receiving and processing vendor purchase orders.
• Process and track Dig Safe requests as required.
• Assist with other duties as needed to ensure smooth branch operations.

Skills and Qualifications

• Strong problem-solving and organizational abilities.
• Proficiency in computer systems and ERP software.
• Positive and proactive attitude, with the ability to collaborate effectively with team members.
• Exceptional communication skills, with a customer-focused approach to service.
• Ability to multitask and prioritize in a fast-paced environment.
• Ability to act as a liaison between eCommerce and internal teams, ensuring seamless order management.

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Life Insurance
• Paid time off

Walpole Outdoors is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.