Customer Experience Account Coordinator

Mold-Rite Plastics•Plattsburgh, NY

About The Position

The Customer Experience Account Coordinator is a first point of contact for customers with questions or issues about the company’s products and services. The role provides customer service to existing and prospective customers by phone, email, and online, processes customer purchase orders accurately and promptly, and responds to customer and internal sales inquiries. The coordinator handles an assigned group of accounts, including transactional customers who need accurate order processing and post-order issue resolution, and supports the organization’s goals, objectives, mission, and vision. The position operates primarily in an office setting and includes customer account, order-entry, and shipping-support activities. It also supports plant safety and housekeeping practices and monitors food-safety and quality activities involving finished goods and raw materials. MRP Solutions is a manufacturer of injection-molded plastic closures, jars, and packaging components.

Requirements

High school diploma or GED.
Proficiency with computers, Microsoft Office, ERP systems, and Salesforce.
Strong critical-thinking and problem-solving skills.
Excellent communication, organizational, and time-management skills.
Strong aptitude for serving customer needs and ability to work with outside and inside sales representatives.
Ability to prioritize and multitask in a very fast-paced environment.
Team-oriented approach and strong focus on customer service and satisfaction.
Ability to work collaboratively and autonomously.
High level of trustworthiness and integrity.
Detail-oriented, with a strong focus on accuracy.
Interest in problem-solving and continuous improvement.
Self-motivated, self-disciplined, and self-directed.
Professional, polite, courteous team approach and a positive attitude and strong work ethic.
Ability to sit and/or stand, talk or hear in person and by telephone, use hands, fingers, and arms to feel objects or controls, and reach with hands and arms.
Ability to sit for prolonged periods at a desk and work on a computer.
May need to stoop, kneel, bend, crouch, lift up to 25 pounds, walk varying distances, and climb stairs.

Nice To Haves

A two- to four-year college degree.
Experience in a manufacturing environment.

Responsibilities

Answer incoming customer inquiries promptly by phone and email.
Process customer purchase orders accurately and efficiently within the stated processing timeframe.
Gather information internally and externally to provide customers with timely order-status updates and answers to general inquiries.
Recommend alternate products based on cost, availability, or specifications.
Work with other departments to provide customer service.
Provide and collect forms, explain processes, and guide customers through resolving issues or complaints.
Direct customers to the appropriate department, location, or supervisor and ensure their concerns receive a response.
Educate customers about product terminology, features, and benefits to support product-related sales and customer satisfaction.
Enter orders accurately and on time.
Maintain accurate records of customer interactions in email, ERP, Salesforce, and other tools.
Receive and process inquiries, orders, order changes, and customer requests.
Provide customers with pricing and delivery information.
Review open-order and shipping reports and release orders for shipping.
Manage time, meet personal goals, and work effectively with team members.
Follow procedures, guidelines, and policies in daily activities.
Perform other duties as assigned.
Support a safety culture by addressing unsafe conditions and behaviors, suggesting improvements, and participating in solutions.
Identify safety gaps and initiate corrective actions; follow plant safety, housekeeping, and 5S practices; and identify and correct hazards.
Monitor and verify that finished goods and incoming raw materials meet consumer safety and quality standards.
Follow company food-safety and quality-assurance procedures and report product or process failures that could affect food safety to the location’s Food Safety Team Leader, including submitting an incident report.