Coordinator, Customer Care

Quantico•MCB Quantico, VA

2d•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 based onsite in Quantico, Virginia, and is scheduled Monday through Friday, 7:30 AM to 4:00 PM; the schedule may vary depending on the store. The position supports customer orders from initial contact through fulfillment, including creating and releasing sales orders, quoting contracts, coordinating pickups or deliveries, tracking order progress, and following up on customer feedback and complaints. The Coordinator also helps maintain customer records, supports checkout operations, contributes to sales and marketing efforts, and assists with merchandising and replenishment. LCI's mission is to provide meaningful employment for people who are blind or visually impaired. Its work includes employing people who are blind, manufacturing and distributing products, serving the federal government, and supporting research into blindness and treatment for people with visual impairments.

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 while maintaining a positive and friendly demeanor.
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 when needed.
Reconcile sales orders routinely with materials on hand or on order to maximize sales and reduce customer wait times.
Coordinate order pickups and deliveries.
Maintain a customer list with 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 surveys to ask about product satisfaction, delivery timeliness, and likelihood of doing business again.
Register customer complaints and follow up promptly to resolve them.
Create reports using AX and/or Excel to track sales-order progress and its impact on the BSC's budgeted sales.
Work with management to ensure materials needed to fill 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.
Make customers aware of the BUYBSC website and assist with customer setup.
In select stores, explain the DOD Emall program to customers and help them navigate its website.
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 product uses.
Perform other duties as assigned.