Customer Resolution & Logistics Coordinator at Hirsh Industries

Hirsh Industries, one of America's most successful manufacturers of filing cabinets and storage solutions, is searching for a Customer Resolution & Logistics Coordinator for its corporate headquarters in West Des Moines, IA. Hirsh offers a competitive salary, medical, dental, and vision insurance, life insurance, disability insurance, a 401(k) with employer match, profit sharing, bonuses, and more! 

Overview: The Customer Resolution & Logistics Coordinator is responsible for handling escalated customer cases, providing advanced problem resolution, and ensuring customer satisfaction. This role requires a keen ability to analyze complex situations, devise effective solutions, and implement preventive measures to avoid future issues. The ideal candidate is a proactive thinker, an excellent communicator, and passionate about delivering exceptional customer experiences.

Key Responsibilities:

• Manage escalated customer service inquiries and complaints, providing quick, effective solutions while maintaining high customer satisfaction.
• Analyze complex customer cases to identify root causes and develop comprehensive resolutions.
• Prepare and deliver accurate freight quotes, ensuring all shipping and handling costs are properly accounted for to support cost-effective logistic decisions.
• Collaborate closely with carriers to troubleshoot and resolve transportation challenges, ensuring seamless order flow and adherence to routing and delivery standards.
• Engage with cross-functional teams to ensure smooth resolution of customer problems and implement necessary changes.
• Proactively identify patterns in customer complaints or feedback to suggest and implement preventive measures.
• Provide detailed case documentation, ensuring transparency and clear communication throughout the resolution process.
• Review and update customer service protocols and guidelines to prevent recurring issues.
• Serve as a mentor and resource for junior customer service representatives.
• Routinely update select customer reports with current data, verifying accuracy and completeness, and communicate insights or changes as needed.
• Report on trends, common issues, and feedback to management, offering recommendations for process improvements.
• Maintain up-to-date knowledge of the company’s products, services, and policies to provide accurate support.

Skills & Qualifications:

• Proven experience in a customer service role, preferably with experience managing escalated cases.
• Strong problem-solving and analytical skills with the ability to create preventive strategies.
• Excellent verbal and written communication skills.
• Ability to remain calm and professional in high-pressure situations.
• Strong attention to detail and ability to multi-task effectively.
• Experience with Salesforce, SAP & transportation management software is a plus.
• Ability to work independently and as part of a team.

Education & Experience:

• Bachelor’s degree or equivalent work experience in customer service, business administration, or a related field.
• Minimum of 3 years in a customer service or problem resolution role, with at least 1 year handling escalations.
• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.