About this role
The Customer Experience Coordinator is an on-site role based in Eagan, MN. This position requires availability Monday through Friday, from 8:00 AM to 4:30 PM. The hourly compensation for this position ranges from $23 to $25 per hour.
Key Responsibilities & Performance Goals
- Order Review and Verification Cable Orders
- Task: Review and verify all incoming Horizontal cable orders for accuracy and completeness. If errors detected or assumed, contact guest/retailer to communicate visible order discrepancies requiring corrective action for processing.
- Performance Indicator: Resolve 100% of order discrepancies within 48 hours of identification.
- Order Coordination for Will Calls
- Task: Confirm and communicate will call readiness to customer for pick up at plant in coordination with the retail customer service team
- Performance Indicator: 95% of will call orders confirmation with store or guest the same day inquiries arise.
- Process RMAs
- Task: Obtain original Retail Order Number and enter RMAs
- Performance Indicator: 100% accuracy in RMA entry to complete the transaction with a 3-day timeline.
- Performance Indicator: Meet 100% of the requirements to process an RMA.
- ECN requester related to all Williams and ARIA new parts, or existing product changes into JDE ERP
- Task: Enter pertinent information required to affect changes to Williams and ARIA products as needed in a timely manner
- Performance Indicator: Meet 100% of the requirements to process changes and updates.
- First Line Customer Communication and Support
- Task: Function as the first point of contact for inbound retail customer service calls/emails and working with sales, engineering or production as needed to provide information needed.
- Performance Indicator: Respond to 75% of customer inquiries as they come in via phone or email within 24 hours, maintaining a customer satisfaction rating of 95%.
- Data Management
- Task: Maintain up-to-date and accurate records of customer cable orders, RFE, and communications in the CRM system.
- Performance Indicator: 100% data accuracy in CRM records, with all orders updated within the same business day.
- Process Improvement
- Task: Identify opportunities for improving order processing efficiency.
- Performance Indicator: Submit 1 actionable process improvement ideas per quarter and participate in cross-functional team initiatives.
- Additional Duties as Assigned
- Task: Support cross-functional teams and additional tasks as needed to ensure operational efficiency.
- Performance Indicator: Demonstrate flexibility and timely completion of assigned tasks.
Qualifications & Skills
- High school diploma or equivalent (bachelors preferred).
- Proven experience in customer service, intermediate administrative roles (2+ years preferred).
- Familiarity with warehouse or building products is a plus.
- Proficiency in Microsoft Office Suite and CRM systems required.
- Excellent communication and organizational skills.
- Ability to thrive in a fast-paced environment with multiple priorities.
Work Environment & Performance Expectations
- Office-based role with regular interaction across departments, including sales, production, engineering, production, warehouse, and logistics.
- Regular performance reviews will assess order accuracy, customer satisfaction, communication efficiency, and adherence to scheduling timelines.
- Success in this role contributes to the smooth flow of established process flow and high levels of customer satisfaction in the rail industry.
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