Customer Experience Coordinator

Ironwear • Deer Park, TX

9d

About The Position

Ironwear is an established and growing safety solution provider that has manufactured, developed, and reengineered Personal Protective Equipment (PPE) for industrial markets around the globe for over 35 years. The Customer Experience Coordinator serves as a direct link between customers, the Sales Team, and internal personnel. The role includes limited sales responsibilities, maintaining customer relationships, providing ongoing support, addressing customer needs and product inquiries, and helping customers make informed purchasing decisions.

Requirements

• High school degree or GED.
• At least two years of related experience.
• Superior verbal and written communication skills.
• Proficiency in Microsoft Office Suite.
• Ability to multitask in a demanding environment.
• Organized and meticulous approach to work.
• Strong interpersonal skills.

Nice To Haves

• Experience with a CX ticketing platform such as Zendesk, Gorgias, Kustomer, or similar.

Responsibilities

• Answer incoming phone calls, customer support emails, and chats while providing a first-class customer experience.
• Evaluate and write up incoming orders and present them to the Processing Department.
• Assist customers with product inquiries about inventory, pricing, incoming orders, back orders, and returned goods.
• Maintain a basic understanding of company products to address customer questions and concerns.
• Offer alternative or additional products to support sales and customer service.
• Conduct customer outreach when necessary to relay and evaluate pending issues.
• Communicate with the processing team and Account Managers to ensure orders are processed accurately, including price validation, shipping methods and costs, and backorders.
• Work with Account Managers to address customer concerns.
• Process paperwork for customer orders, RMAs, and backorders.
• Compile pertinent customer data in provided documentation and flag concerns or patterns to management.
• Maintain and collect accurate customer data in ticketing, ERP, and CRM platforms.

Benefits

• Health care (medical, dental, and vision).
• 401(k) plan with company match.
• Paid time off (vacation, sick, and public holidays).
• Convenient location with free parking.
• Company-provided beverages and snacks.
• Dog-friendly work atmosphere.
• Company gatherings and events.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED