About the opportunity:

The Customer Care Coordinator is responsible for acting as a liaison between external/internal customers and companies on a global level. The incumbent is responsible for the timely and accurate fulfillment of customer orders, aiding customers with questions or disputes regarding information on their account. This includes a variety of activities and skills to determine the actions that should be taken to resolve customer concerns, while following all relevant Christie policies and guidelines.

Responsibilities:

• Enter orders (“orders” in this job description can refer to either sale orders, service contractor orders) in timely fashion with accuracy and proactive behavior. Confirm receipt and status of order to customer by sending order acknowledgement or Performa Invoice within 24 hours of receipt.
• Validate and issue RMAs for product being returned for credit and ensure all pertinent documentation are linked and filed in Image Now.
• Send denial letters and explain to customers reasons for denial.
• Validate and execute distribution and/or sales credit claims and ensure all pertinent documentation is linked and filed in Image Now. Claims include, but are not limited to the following: Rebates, Dealer Margins, Price Adjustments/Corrections and/or Marketing.
• Provide proactive support to customer care team members, global departments as required expediting requirements for information and coordinating all efforts in the best interest of the customer.
• Evaluate each request, internal form, or customer correspondence that could lead to issues, and remedy these before order is processed i.e. Part number incompatibility, impossible deadlines, invalid credit terms, and shipping terms.
• Manage orders regularly by reviewing and updating pending orders every 48 hours to ensure that orders are processed with urgency.
• Take ownership of orders that are in queue to ensure they move through the system from receipt to invoice with efficiency meeting service level agreements.
• Communicate any updates to orders that impact customers within 24 hours of making change through sending updated order acknowledgement or Performa Invoice.
• Answers queue phone calls assuring minimal wait time for caller.
• Log into a phone queue minimum of 6.5 hours per day.
• Closely monitor ImageNow queues to ensure all assigned items are processed within 24 hours.
• Respond to emails and voicemails the same day stressing proactive follow-up and to ensure customer satisfaction.
• Escalate issues to management as necessary to achieve complete customer satisfaction – after utilizing resources and training if no resolution within 36 hours of receipt of request/inquiry.
• Monitor workload and request additional projects during downtime, or ask for assistance when overloaded, eliminating backlog or delays with orders.
• Maintain an excellent teamwork attitude.
• Maintain knowledge of all policies, procedures, and application of Customer Care programs in relation to order entry, warranty, and RMA.
• Provide feedback and recommendations to improve processes for the benefit of Christie.
• Understand shipping rules and regulations as they pertain to customer needs.
• Adapt quickly to technological and departmental changes (training to be provided).

What we are offering:

A competitive salary, vacation, health & dental benefits, and employer-matched 401 K pension plan.
You will have opportunities to gain experience, grow and collaborate with professionals on a global reach. Whether you are working with the leading minds in the industry on high-profile projects, with internal teams to support continuous improvement, or with our customers to inspire and delight – your contributions will have influence.

The experience and skills we value:

We would like to see high school degree with some college would be a plus

3-5 years’ experience in customer service.

What Will Put You Ahead:

• Time management skills
• Great interpersonal skills
• Strong sense of urgency
• Strong computer skills

WORKPLACE GUIDELINES:

Occasional:

• Standing, Bending, Pushing/Pulling
• Light Lifting (up to 25 lbs.), Moderate (25-50 lbs.) to Heavy (50 lbs.+)
• Reaching above shoulder level
• Travel (ex. Noise Volume etc.)

Frequent:

• Reading and Writing
• Ability to Comprehend
• Sitting and using finger movements
• Communicating orally
• Handling objects (manual dexterity)
• Reason and analyze
• Perform calculations