Customer Service Coordinator

Overview

Handle customer inquiries, resolve issues, and support logistics for a screen printing firm.

Key Responsibilities

• customer support
• issue resolution
• order management
• returns processing
• escalation coordination
• feedback analysis

Tasks

-Handle customer issues with empathy and professionalism, turning negative experiences into positive outcomes. -Support sales in the successful conclusion of warehouse holds or errors. -Assist sales when order errors have occurred, liaising with warehouse team when required. -Keep records of customer interactions, process customer accounts and file documents. -Handle customer complaints with empathy and professionalism, turning negative experiences into positive outcomes. -Collaborate with Customer, operations and Logistics to implement order pattern optimizations & efficiencies. -Process customer return and claim requests in a timely and efficient manner, adhering to company policies and procedures. -Evaluate customer feedback and identify ways to maximize customer satisfaction. -Respond to incoming calls, chats and emails in a timely manner -Communicate with customers via phone, email, and chat to guide them through questions and inquiries. -Communicate with clients to resolve issues. -Coordinate with logistics, warehouse, and inventory teams to ensure escalations are solved in a timely manner. -Work cross-departmentally to ensure you are providing accurate, up-to-date information. -Manage escalated orders coming from sales team which result from an issue with warehouse error or delivery. -Build sustainable relationships and trust with customer accounts through open and interactive communication.

Requirements

• ms office
• customer service
• problem solving
• teamwork
• adaptability
• overtime

What You Bring

-Ability to give and receive honest and direct feedback -Ability to work required overtime when business needs warrant it -Practice Adaptability -Have baseline knowledge of all products, offerings, and services. -Ability to multitask and change direction based on business needs -Capable of thriving in a fast-paced and highly dynamic environment. -Ability to work in a team environment -Prior experience in a customer service capacity -Must be on-site at our screen printing facility in Passaic NJ -Excellent "can-do" attitude, strong work ethic, and great team spirit. -Proficiency in MS Office (including Excel, Outlook, and Word) -Composed, professional, and an adept problem solver -Strong verbal and written communication skills

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Benefits

-Health Savings Account (HSA) -Bereavement Leave -Long Term Disability (LTD) -Competitive Salary -401K Plan -Corporate Annual Profit Sharing -Vision Coverage -Life Insurance -10 Company Holidays -Dental Coverage -15 Days Paid Time Off (PTO) -Medical Coverage -Child Bonding Leave -AFLAC Plans (Accident and Critical Illness Plans) -Employee Discount -Pet Insurance -Parental Medical Leave -Short-Term Disability (STD) -Prescription Drug Plan -Flexible Spending Accounts (FSA)

About F. Schumacher & Co.

-renowned for its high-quality, innovative wallcoverings, fabrics, and fine home furnishings -has a long history of collaborating with designers and architects to craft exquisite interiors -portfolio includes a wide range of iconic products, from traditional damasks to contemporary patterns -brand serves both residential and commercial sectors, providing bespoke designs for luxury properties worldwide -notable for its commitment to craftsmanship, continues to lead the high-end textile industry

Sector Specialisms