Coordinator, Customer Care

LCI•MCB Quantico, VA

4d•Onsite

About The Position

The Customer Care Coordinator provides assistance with all customer-related matters and backs up and assists Customer Service Representatives. The role is onsite in Quantico, Virginia, and is scheduled Monday through Friday from 7:30 AM to 4:00 PM, though the schedule may vary depending on the store. The coordinator supports sales orders from initial customer contact through fulfillment, helps maintain customer relationships, resolves complaints, supports retail operations, and prepares sales and inventory-related reports.

Requirements

High school graduate.
One year of relevant work experience.
Basic retail knowledge.
Accuracy with computerized checkout systems.
Interpersonal skills for communicating with customers, vendors, company divisions, coworkers, and management.

Responsibilities

Handle customer-related matters and maintain a positive, friendly demeanor when assisting customers.
Navigate Axapta to create and release sales orders.
Communicate with customers and vendors by phone or email throughout the sales order process.
Quote on contracts and follow up on quotes.
Contact customers for additional information as needed.
Reconcile sales orders with materials on hand or on order to maximize sales and reduce customer wait times.
Coordinate order pickup and delivery.
Maintain customer contact information, including email addresses and phone numbers, and use it to seek additional business.
Assist Customer Service Representatives at checkout counters as needed to reduce customer wait times.
Conduct customer follow-up surveys about product satisfaction, delivery timing, and likelihood of future business.
Register and track customer complaints and follow up promptly to resolve them.
Create reports tracking sales-order progress and its impact on the BSC's budgeted sales using AX and/or Excel.
Work with management to ensure materials needed for sales orders are on order and have good supply and shipping status.
Create, modify, and email Excel spreadsheets as required by management, purchasing, and replenishment.
Inform customers about the BUYBSC website and assist with customer setup.
Inform customers about the DOD Emall program and help them navigate the website in select stores.
Ensure daily price changes are published and displayed as instructed.
Use current marketing tools to seek additional sales.
Merchandise and replenish shelves as necessary.
Interact with vendor representatives during sales calls and ask questions to better understand products.
Perform other duties as assigned.