Please note that this role is eligible to work a hybrid schedule once training is completed (approx.
6 months) - 3 days in office, 2 days remote.
The Customer Service Coordinator is a member of a dedicated customer team and is responsible for providing best in class customer service, responsible for engaging with the customer for initial fuel delivery requests, order entry into the ERP system(s), and problem solving on behalf of the customer.
Responsibilities
Teamwork
Regularly collaborate with team members to support assigned customers
Coordinate with various departments to ensure high level operational issues are resolved completely and in a timely manner on behalf of the customer
Provide back up support across all functions within customer team to ensure continuity
Regularly share best practices and learning opportunities with peers across all Customer Experience teams
Initial Delivery Requests and Order Entry
Receive customer calls/emails, engaging with a warm, pleasant, and helpful attitude
Identify customer needs
Enter orders into the ERP system timely and accurately
Ensure all other needs are identified and met by engaging with the customer
Identify customer problems and resolve timely either directly or through other departments for resolution; maintain communication with the customer throughout the process
Immediately contact the appropriate group(s) when a customer requires additional service and the call comes to the CSC; ensure a successful transfer of the call (if need be) is made to the appropriate person; CSCs will not utilize voicemail or unsolicited emails to hand off issues
In addition to inbound phone calls and email, other methods of communication and requests for delivery need to be managed and executed upon by the CSC (e.
g.
inventory managed orders, third party portal, customer website, carrier managed) to ensure timely and accurate delivery of service on behalf of the customer
Order Entry
Ensure all loads requested are entered are successfully and order number is provided to the customer
Work with logistics to confirm carrier availability and communicate confirmation back to the customer
In the event that the logistics team is unable to secure a carrier, escalate to other departments as needed for support and communicate status of efforts throughout to ensure all parties are aware of efforts and plans
Keep customer informed of their order status at all times, no exceptions
Customer Service
Greet customers warmly and ascertain problem or reason for calling
Resolve customer complaints by troubleshooting and/or engaging necessary internal departments or CRM
Ensure that customer communication is thorough and that realistic expectations are communicated
Ensure that all customer requests are completed, even after handoff or escalation to other departments
Verify that customer is satisfied with resolution or action plans
Position Requirements
Formal Education & Certification
High School Diploma required
Knowledge & Experience
Customer Service
Team environment
Moderate to advanced knowledge of Microsoft Outlook
Basic Excel and Outlook proficiency required
Qualifications & Characteristics
Enthusiastic
Effective problem solving
Efficient decision making
Work Environment
Hybrid Work schedule available after training is completed (approx.
6 months) that may require on-call or modified schedule
Sitting for extended periods of time
Weekend work may be required at times and coordinated in advance with your supervisor
Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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