Customer Support Coordinator

• Answer inbound phone calls and emails, and route inquiries to the appropriate department or personnel.
• Respond promptly to customer inquiries, including questions related to products, orders, and services via phone, email, or web traffic.
• Accurately enter customer orders into the business management system.
• Provide customers with detailed order status updates, including shipping and freight tracking information.
• Monitor the progress of orders in collaboration with key production staff to ensure timely delivery.
• Provide freight quotes, book freight shipments, and gather essential shipping information and documents for customers, ensuring smooth delivery and communication.
• Maintain records of customer interactions, including inquiries, complaints, comments, and actions taken, ensuring proper documentation for future reference.
• Assist with managing warranty claims, returns, and other customer concerns, working closely with the Customer Support Manager.
• Support the Customer Success Manager with various customer service tasks as needed.

• Familiarity with manufacturing processes or environments is preferred but not required.
• Proficient in Microsoft Office, Outlook, and web-based applications.
• Familiarity with order entry and customer management software (HubSpot and Sage100 a plus!).
• Basic understanding of accounting practices and experience in customer service.
• Strong verbal and written communication skills with a professional and articulate manner.
• Ability to handle multiple tasks and prioritize conflicting deadlines in a fast-paced environment.
• Team player with a collaborative approach.

Compensation details: 23-26

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