Customer Excellence Coordinator

Job Description

Position Summary:

The Customer Excellence Coordinator will be responsible for providing potential and existing customers with exceptional services. They will identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer service and brand awareness.

Essential Duties:

Build and maintain strong customer relationships by providing exceptional customer service.

Collaborate with the sales team to develop sales strategies and achieve sales targets.

Document Customer Returns within 18 hours, including obtaining return authorization & credit approval, as necessary.

Communicate/confirm PO changes initiated by Tedia or customer internally & externally within 18 hours.

Relay information provided by Production Meeting team such as order delays.

Create Customer Status Reports when applicable (works with Shipping, Planning and Production).

Management of change (MOC) - Support/maintain customer external change notification preference, & notification. *-Should include Sales Team as well.

Maintain Business Partners in SAP, except for Pricing and Finance information.

Customer Satisfaction Tracking/Reporting

Log customer complaints in the CAR log & submit complaint to team for handling/investigation.

Participate in sales meetings and training sessions to stay up to date on product knowledge and sales techniques.

Develop a thorough understanding of the company’s products and services and effectively communicate their features and benefits to potential customers.

Stay up to date on industry trends and developments to maintain a competitive edge.

Demonstrate a strong work ethic, a willingness to learn, and a commitment to achieving sales targets.

Advocate for Tedia’s customers, maintain a positive, pleasant, caring, professional and helpful attitude with internal and external customers.

Track/complete project management tasks, as assigned.

Optimize efficiencies for Tedia fleets including turns, GM impact and revenue impact with Business Analytics Manager.

Participate in individual and group projects.

Other duties as assigned.

Success Criteria:

Respond to initial customer request within 24 hours.

Maintain an elevated level of customer satisfaction, as measured by customer surveys or other available feedback.

Consistently demonstrate a deep understanding of the company's products and services, and effectively communicate their features and benefits to customers.

Collaborate effectively with other members of the sales team, as well as with other departments within the company.

Drive improvements in Customer Excellence through standardizing processes and using continuous improvement as it relates to KPI results.

Maintain accurate and up-to-date records of all sales activities and customer interactions in the CRM.

Contribute to a positive and supportive work environment, and consistently demonstrate a commitment to the company's values and mission.

Serve as a critical backup of Customer Excellence Coordinator.

Supervisory Responsibility:

This position does not have supervisory responsibility.

Required Education and Experience:

Associate degree or 3-5 years’ experience

Strong negotiation and communication skills

Excellent problem-solving and analytical skills

Proficiency in Microsoft Office and CRM software

Key Competencies:

Accountability (Intermediate)

Adaptability/Flexibility (Intermediate)

Continual Process Improvement (Intermediate)

Ethics & Integrity (Advanced)

Analytical Thinking (Advanced)

Communication (Intermediate)

Technical Credibility (Advanced)

Work Environment /Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

Sit for extended periods.

Clarity of vision

Move, stand, walk, carry, push, and pull.

Climb stairs.

Lift up to 25 lbs.

Full-time