Customer Service Coordinator

The Customer Service Coordinator serves as the primary interface between the company and its clients, ensuring seamless communication, efficient resolution of issues, and the delivery of exceptional service.

Key Responsibilities:

Client Relationship Management

• Act as the primary point of contact for clients, fostering strong, long-term relationships.
• Proactively address client needs through personalized, solutions-oriented interactions.
• Strengthen account retention by understanding customer goals and aligning services to meet expectations.

Strategic Operations

• Coordinate and manage customer inquiries, orders, and complaints, ensuring timely and professional responses.
• Oversee the preparation and approval of estimates, ensuring accuracy and alignment with client needs.
• Collaborate cross-functionally with production, sales, and finance teams to ensure seamless execution of orders and projects.
• Monitor and communicate project timelines and deliverables, providing status updates to clients and stakeholders.

Process Optimization

• Identify and implement improvements in customer service workflows to enhance efficiency and reduce turnaround times.
• Utilize Salesforce or other CRM systems to track communications, maintain customer data, and analyze service trends.
• Partner with the quality department to ensure Certificates of Analysis (COAs) are accurately created and shared with customers (as needed).

Performance and Problem Solving

• Troubleshoot emergency orders and escalated client issues, ensuring timely and satisfactory resolution
• Provide actionable feedback to management on service gaps, customer concerns, and opportunities for improvement.
• Actively contribute to daily production and office meetings to align on priorities and resolve potential bottlenecks.

Customer Advocacy and Feedback

• Represent the voice of the customer in cross-departmental discussions to ensure customer-centric decision-making.
• Share insights gained from customer interactions to inform the development of new services, solutions, and strategies.
• Partner with the sales team to exceed client expectations and promote business growth.