Customer Engagement Coordinator

Hillenbrand•Kansas City, MO

10d•Onsite

About The Position

The Customer Engagement Coordinator is responsible for enhancing customer satisfaction and loyalty by managing customer interactions, resolving inquiries, and ensuring a positive experience. This role includes accurate and timely entry of customer orders into the company's order management system, close communication with customers, and coordination with sales teams and various departments to ensure efficient order processing that meets customer expectations. The role also involves addressing customer needs, managing communication channels, and maintaining accurate records of customer interactions.

Requirements

High School Diploma or equivalent.
Minimum of 2 years in a customer-facing role, preferably in manufacturing.
Proficiency in Enterprise Resource Planning (ERP) software (e.g., SAP).
Experience with Customer Relationship Management (CRM) software (e.g., Oracle, Salesforce).
Strong working knowledge of Microsoft Office tools (Outlook, Word, Excel, etc.).
Excellent communication and interpersonal skills.
Strong data entry and organizational skills.
Ability to manage multiple tasks simultaneously with attention to detail.
Problem-solving mindset with a strong sense of ownership and accountability.
Ability to work independently and collaboratively in a team environment.
High level of empathy and customer-centric focus.
Adaptability in a fast-paced, dynamic work environment.
A proactive, change-oriented mindset.
Commitment to continuous improvement.

Nice To Haves

Willingness to travel up to 5%.

Responsibilities

Review purchase orders for accuracy, handle discrepancies, and enter orders precisely.
Provide customer service and manage post-order activities, including order acknowledgments, expediting, operations coordination, tracking, and documentation.
Ensure all post-order questions, emergency orders, and customer issues are resolved promptly to ensure customer satisfaction.
Serve as the main point of contact for post-order communication, collaborating closely with Aftermarket Sales Representatives, Outside Sales Representatives, and internal departments.
Provide customers with order status updates and change order notifications related to ship dates.
Create and process change orders, Return Material Authorizations (RMAs), and credit memos as needed.
Build and maintain strong customer relationships.
Act as the primary point of contact for customer inquiries and concerns.
Coordinate and manage communication between customers and internal teams.
Resolve customer issues promptly and escalate when necessary.
Track and analyze customer feedback to support continuous improvement initiatives.
Maintain up-to-date knowledge of products and services to assist customers effectively.
Support the development and implementation of customer engagement strategies.