Customer Experience Coordinator

Welcome to Pioneer Square Brands , a dynamic and innovative company at the forefront of the consumer goods industry. Committed to delivering high-quality products, we take pride in our dedication to excellence, creativity, and customer satisfaction. With a diverse portfolio featuring renowned brands (Brenthaven, Gumdrop, and VAULT), our mobile technology accessories ensure our customers achieve successful technology deployments. Our team comprises passionate individuals united by a shared vision to shape the future of our industry. If you are seeking a challenging and rewarding position in a fast-paced environment where your ideas are highly valued, join us at Pioneer Square Brands and become an integral part of our exciting journey.

Our Core Purpose: We ensure mobile technology works so that people can focus on what matters.

Our Core Values:

- Genuine and Respectful

- Pride in Everything We Do

- Excellence through Innovation

- Obsessed with Customer Success

Pioneer Square Brands has a global footprint with office locations in High Point, North Carolina, and Manila, Philippines.

We are actively looking for a highly motivated and energetic professional with a positive attitude who desires to be part of our growing team. Competitive salaries and benefits, including profit sharing,
await the successful candidate.

Title: Customer Experience Coordinator

Location: Silver City, Pasig

About the Role:

The Customer Experience Coordinator is responsible for delivering timely, efficient, and high-quality support to customers and business partners. This role serves as a key point of contact for customer inquiries and concerns across multiple channels, including phone, email, and other communication platforms.

Job Responsibilities:

- Manage incoming customer inquiries through phone, email, and other communication channels, ensuring timely and professional responses

- Identify, assess, and understand customer needs to provide appropriate solutions and ensure a positive customer experience

- Handle customer complaints and concerns by providing appropriate solutions or alternatives within established service level agreements (SLAs) and following up to ensure resolution

- Escalate complex or unresolved issues to the appropriate internal teams and coordinate follow-up through resolution

- Provide accurate, valid, and complete information by utilizing appropriate systems, tools, and resources

- Collect and document timely and accurate customer feedback and communicate relevant insights to internal stakeholders

- Maintain accurate records of customer interactions, accounts, transactions, and supporting documentation

- Create, review, and release purchase orders and sample orders in accordance with established processes

- Process RMA requests, inspect invoices, and ensure timely completion of related transactions.

- Serve as the frontline point of contact for warranty-related inquiries and coordinate with the appropriate teams to support timely resolution

- Collaborate effectively with Sales, Operations, and other internal departments to resolve issues and support customer and business needs

- Take ownership of assigned tasks and projects and provide support for additional responsibilities as assigned by the manager

Job Qualifications:

- Bachelor’s degree in Communications, Journalism, Marketing, Business Operations, or a related field

- Experience handling customer inquiries and resolving issues through phone and email communication is preferred

- Familiarity with CRM systems, order management systems, or similar business tools is preferred

- Experience processing purchase orders, sample orders, RMAs, warranty requests, invoices, or open orders is an advantage

- Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook

- Willingness and ability to work on a night shift and in a hybrid work arrangement

Skills & Competencies:

- Excellent written and verbal English communication skills

- Strong customer service orientation with the ability to communicate effectively with different types of customers and stakeholders

- Strong phone handling and active listening skills

- Strong problem-solving, analytical, critical thinking, and decision-making abilities

- Ability to multitask, prioritize competing responsibilities, and manage time effectively

- Strong attention to detail and ability to maintain accuracy while handling multiple transactions and requests

- Ability to work effectively both independently and as part of a cross-functional team

- Ability to collaborate and communicate effectively with different departments and stakeholders

- Strong organizational and follow-through skills

- Ability to maintain confidentiality when handling sensitive customer and business information

- Willingness to learn and take on cross-functional responsibilities

- Adaptability and flexibility in response to changing business needs and priorities

Success Factors:

- Consistently provides timely, accurate, and professional responses to customer and partner inquiries

- Resolves customer concerns effectively while meeting established SLAs and quality expectations

- Demonstrates strong ownership and follows issues through to resolution

- Maintains accurate records and ensures orders, RMAs, invoices, and other transactions are processed correctly and on time

- Proactively communicates order updates, potential issues, delays, and resolutions to customers and internal stakeholders

- Builds positive working relationships with customers, partners, and cross-functional teams

- Demonstrates punctuality, reliability, consistent attendance, and a strong work ethic

- Remains organized, detail-oriented, and effective when managing multiple priorities in a fast-paced environment

- Demonstrates a willingness to learn, adapt, and take on additional responsibilities as business needs evolve