Position Summary

The Customer Service Coordinator is responsible for interfacing with SPOON EXPRESS customers in the day-to-day communications of our client’s small exhibit properties, giveaways, literature, and banner stands via Face Time, phone, and e-mail interactions. The Customer Service Coordinator develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

Day-to-day responsibilities include:

· Communicating with clients on their program details and asset inventory

· Communicating with internal team on project coordination and execution

· Working within an inventory management database to keep client inventory details current and accurate

· Monitoring clients’ multiple active shipments to ensure projects have reached their destination on schedule

· Schedule and facilitate calls with clients to review their inventory, program, or provide recommendations to enhance their program

· Accurately recording time spent managing client programs

· Educating clients on how they can provide our team clean, accurate information in their orders

· Ability to manage workload in a fast-paced environment

· Capable of maintaining several projects and their timelines simultaneously

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Portraying a positive company image and engaging in professional and friendly communications with customers
• Processing orders by mail, telephone, fax, and email in a timely and accurate matter
• Actively listening to customer needs and inquiries to determine appropriate service actions.
• Assisting colleagues and other employees with administrative duties
• Primarily responsible for answering telephones, handling account details, stocking shelves, and performing other clerical duties.
• Handling any customer questions regarding products or services
• Establishing and maintaining customer profiles and preparing claim forms
• Maintaining the inventory and informing the supervisor of stocking needs
• Cleaning equipment and assisting with the maintenance of equipment and supplies
• Performing accurate company-required recordkeeping
• Efficiently and correctly corresponding with third-party providers to obtain payments.
• Resolving customer problems, such as shipping or invoicing problems, insurance issues, etc.
• Informing customers of prices, shipping dates, anticipated delays and any additional information needed by customer; printing shipment documents; recording or filing copy of order received.
• Following-up on orders to ensure delivery by specified dates.
• Preparing receipts and shipping documents
• Performing other duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
• Prior experience with the general public (customers) a plus.
• Excellent oral/written communication skills including Microsoft Teams, Office
• Excellent customer relationship skills
• Excellent organization skills
• Self-motivated, detailed oriented, ability to plan and excellent time management skills.
• Ability to multi-task and experience using a database.
• Ability to work in a team environment and take direction from management and supervisors.
• Ability to read and interpret documents such as procedure manuals, work instructions, software manuals; ability to write routine reports and correspondence.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Job Type: Full-time

Pay: $19.00 - $21.00 per hour

Benefits:

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

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Macedon, NY 14502: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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