Customer Service Coordinator

Come join a leader in the Protective Packaging Industry! At Alleguard, we’re built from the ground up to expand and shape our customer’s businesses. We understand the diversity of challenges that customers are facing across different industries, from confidence in their supply chain to needing the latest innovations at their fingertips. These challenges are also opportunities, and whether our customers are in construction, protective packaging, cold-chain or other industries, we are relentless in seeing around corners, and going the extra mile to help their business succeed.

Position: Customer Service Coordinator

Job Summary

The Customer Service Coordinator will be responsible for customer relationships, data maintenance, and building key partnerships within the business to meet established requirements.

We are looking for a Customer Service Coordinator (CSC) that knows a customer service department top to bottom including keen order entry skills. This is a “hands on” position. At Alleguard, our CSC will participate in entering customer orders, act as a customer liaison, provide product information and resolve any emerging problems that our customer accounts might face, doing so with accuracy and efficiency. We are looking for someone who is genuinely excited to help customers and solve issues that may come up from time to time. Must be highly attentive to detail and have natural problem-solving skills. Successful candidates can independently work in an accurate and efficient manner and are self-motivated to work proactively. Our ideal candidate will be a team player, working to efficiently manage an integral piece of our process flow, while ensuring excellent service standards, responding efficiently, and maintaining high customer satisfaction.

Our goal is to serve our customers to the highest standards. Our employees will always go above and beyond the call of duty to ensure our customer is receiving the best service in the industry. Both internally and externally, our employees are committed to finding ways to continuously improve themselves and our company to always find a way to better serve our customers.

The position is not a “call center-customer service center” type position. This is a hands-on position for hard working individuals. Please do not submit a resume if you are not up for the challenge or are looking for a "shift work" type position! We are looking for team members to take our CS Department to the next level. Keeping an upbeat and positive attitude with customers is a must!

Responsibilities

• Serve as coordinator between customer, field sales team, production team, and scheduling department.
• Prioritize incoming calls and e-mail inquiries/orders
• Accurately and efficiently process customer orders into ERP using the right procedures and protocol
• Identify and understand customers’ needs to achieve customer satisfaction and grow sales potential
• Keep records of customer interactions and update customer account information
• Fulfill requests for samples/catalogs
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers
• Contributes customer service information and recommendations to strategic plans and reviews.
• Audits customer service procedures and trends and determines system improvements.
• Enforces company policies and procedures.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Updates job knowledge by participating in educational opportunities and participating in professional organizations.
• Some travel required.
  
  

Skills

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Strong computer skills including Microsoft Office applications
• Familiarity with ERP/CRM systems and practices
• Ability to work in a fast paced, high pressure environment
• Ability to learn quickly and manage large numbers of customers, products, pricing and inventory levels
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Organized with good attention to detail
• Strong common-sense skills
• Strong energy
  
  

Qualifications

• Associated Degree required, Bachelor's degree preferred.
• 3-5 years previous experience in customer service role (manufacturing environment is a plus).
• Previous experience with mergers and acquisition integration is strongly preferred.
• Previous experience working and communicating with employees at multiple sites preferred.
• Previous experience with complex systems preferred.
  
  

Competencies, Skills, Knowledge

• Collaborative/team-based management style.
• Strong verbal/written communication and interpersonal skills required.
• Strong computer skills including Windows-based programs such as Excel, Power Point, Word and Outlook is required.
• Strong presence, capable of engendering trust and confidence with customers and all elements of the workforce.
• Demonstrated track record of achieving or maintaining a positive workplace culture.