Coordinator, Customer Care

I.  JOB DESCRIPTION

Department:    Base Supply Stores

Location:         Various

Reports to:      Manager and/or Assistant Manager

 

II. STATEMENT OF PURPOSE

To provide assistance in all customer-related matters.

 

III.RESPONSIBILITY FOR WORK OF OTHERS

Backup and assist Customer Service Representatives.

 

IV.BUSINESS COMMUNICATION

Customer recognition and interface.

 

V.SUPERVISION REQUIRED

Daily

 

VI . EDUCATION REQUIRED

High school graduate with one-year relevant work experience.

 VII. TRAINING AND SPECIALIZED KNOWLEDGE REQUIRED

Basic retail knowledge.  Accuracy with computerized checkout systems.

 

VIII.EXPERIENCE REQUIRED

Must have interpersonal skills dealing with and communicating with customers, vendors, company divisions, co-workers and management.

 

IX.TRAVEL REQUIRED

None

 

X. SPECIFIC DUTIES AND RESPONSIBILITIES

• Responsible for all customer-related matters.
• Maintain a positive and friendly demeanor when assisting customers.
• Able to navigate Axapta to create and release sales orders.
• Communicate with customers and vendors throughout the entire sales order process via phone or email.
• Knowledge to quote on contracts and follow up on quotes.
• Call customers for additional information as needed.
• Ensure that sales orders are routinely reconciled with material on hand or on order to maximize sales and reduce customer wait time.
• Coordinate pick up/delivery of orders.
• Maintain a list of all customers to include email and phone numbers. Use this list to obtain more of their business.
• Assist customer service representatives at the checkout counters as needed to reduce customer wait times.
• Follow up with customers by conducting a survey asking basic questions, i.e. Was product satisfactory? Was it delivered on time? Would you do business with us again? Etc.
• Register and track customer complaints with expeditious follow up and resolution.
• Create a report that will track the progress of the sales orders and their impact on the budgeted sales for the BSC through use of AX and/or Excel spreadsheet. Work closely with management to ensure material needed to fill sales orders is on order and has good supply/shipping status.
• Create, modify and email various Excel spreadsheets as required by management, purchasing and replenishment.
• Ensure that customers are aware of our BUYBSC website and assist with customer set up for the site.
• Ensure that customers are aware and understand the DOD Emall program and know how to maneuver through the website in select stores.
• Ensure that all daily price changes are published and displayed as instructed.
• Be instrumental in utilizing current marketing tools to seek additional sales.
• Merchandising and replenishing shelves as necessary.
• Interact with vendor reps during their normal sales calls. Ask questions about products to gain a better understanding of their uses.
• Other duties as assigned.

XI. PHYSICAL DEMANDS

While performing the duties of this job, the employee is in a moderate office environment. The employee is regularly required to sit; stand; walk and use hands.  The employee must be able to lift up to 50 lbs. 

 

XII.   WORK ENVIRONMENT

The noise level in the work environment is usually moderate.

 

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

See job description