Coordinator, Customer Care

LCI Brand•Jacksonville, FL

10d•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 at LCI’s Mayport, Florida location, Monday through Friday, 7:30 AM to 4:00 PM; the schedule may vary depending on the store. The coordinator supports customers through the sales order process, helps maintain customer relationships, coordinates order fulfillment, supports store operations, and prepares sales and order tracking 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 routinely with material on hand or on order to maximize sales and reduce customer wait time.
Coordinate order pickup and delivery.
Maintain a customer list that includes 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.
Follow up with customers through surveys about product satisfaction, delivery timeliness, and 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 to fill sales orders are on order and have appropriate supply and shipping status.
Create, modify, and email Excel spreadsheets as requested 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 needed.
Interact with vendor representatives during regular sales calls and ask questions to better understand product uses.
Perform other duties as assigned.