Customer Experience Coordinator

Ironwear • Deer Park, TX

7d

About The Position

Ironwear is an established safety solution provider that manufactures, develops, and reengineers Personal Protective Equipment (PPE) for industrial markets around the globe. The Customer Experience Coordinator serves as a direct link between customers, the Sales Team, and internal personnel. The role combines customer support with limited sales responsibilities, maintaining customer relationships, providing ongoing assistance, addressing inquiries and needs, and helping customers make informed product purchasing decisions.

Requirements

• High school degree or GED required.
• A minimum of 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.
• Strong interpersonal skills.

Nice To Haves

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

Responsibilities

• Answer incoming phone calls, customer support emails, and customer chats while providing a first-class customer experience.
• Evaluate incoming orders, write them up, 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 customers to support sales and provide customer service.
• Conduct customer outreach when necessary to relay and evaluate pending issues.
• Communicate with the processing team and Account Managers to ensure accurate order processing, including price validation, shipping methods and costs, and backorders.
• Communicate with Account Managers to address customer concerns.
• Process paperwork for customer orders, RMAs, and backorders.
• Compile relevant 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, including vacation, sick time, 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
• Career Level: Entry Level
• Education Level: High school or GED