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