SUMMARY The Customer Support Coordinator accurately prepares specs, pricing and instructions for quotes and orders, communicates information to customers in a timely manner, and provides a point of contact for sales and customers regarding quotes and orders.
ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Furniture Pricing and Quoting Meet with salesperson to determine scope/goal of quote Prepare complete model numbers using pricing software; confirm pricing/contracts, discounts, freight charges and miscellaneous fees Create quote in operating system; ensure all pricing, codes and order set up are accurate Prepare instructions for the PO and the Installation Team Prepare quote to order ready, and ensure order criteria are met for signed quotes/POs Assist with timely responses to RFPs and quotes Provide support to salesperson as requested 2. Order Placement and Acknowledgement Ensure all information in business operating system is complete and accurate, and that financial terms have been met prior to order placement Generate and send POs to vendors Complete all necessary GSA or other required forms for order entry Facilitate deposits for vendors in conjunction with the Finance department Receive and compare the vendor acknowledgement to the PO to verify accuracy 3. Order Tracking and Management Contact vendors to confirm shipping/shipping notice Track shipments on freight websites or via phone Review status of orders on a regular basis Submit required reports on-time and with high accuracy 4. Customer Engagement Notify client of order status upon order placement, acknowledgment and shipment Coordinate delivery with client (could be simple or complex, depending upon order) Field daily phone calls and emails from client Follow up with client at end of install 5. Invoicing and Order Completion Follow up on outstanding issues such as punch-list, freight claims and returned product Confirm order will invoice accurately by running pre-invoice report in operating system Send out customer satisfaction survey upon completion of order 6. Teamwork Actively participate in team meetings (assigned team and company-wide) Work to achieve team goals as assigned by manager and team Uphold and model company values EDUCATION AND EXPERIENCE High school diploma or GED required; Bachelor or Associate degree preferred 1-2 years customer service experience required Design and/or systems furniture experience preferred but not required IDEAL CANDIDATE Ability to learn and accurately utilize software Understanding of discounting and proficient math skills to apply discounting Strong organizational skills High attention to detail and ability to manage multiple tasks simultaneously Excellent documentation of order details Responsive communication with all internal and external customers High level of dependability and attendance; able to consistently meet deadlines Ability to prioritize competing deliverables and projects Open to feedback and coaching Able to ask for help when necessary Consistent high performer Ability to work independently and be a fully participating team member Able to work independently Consistent high performer Proficient in MS Office Quickly understand and follow established digital filing system Job Posted by ApplicantPro
