Customer Satisfaction Coordinator

Radwell International•Willingboro Township, NJ

5d•Onsite

About The Position

The Customer Care Satisfaction Coordinator is responsible for assisting customers with warranty, return, and reactive expediting issues in accordance with Radwell International policies. This is a highly customer‑facing role serving as a central point of contact to resolve order issues, manage returns and warranties, and drive customer satisfaction through timely communication and follow‑up. Customer interaction occurs primarily through departmental email inboxes ([email protected], [email protected]) and distribution phone lines.

Requirements

Strong computer proficiency
Ability to multitask in a fast‑paced environment
High attention to detail
Strong problem‑solving abilities
Excellent communication skills
Ability to handle high call and email volume
High School Diploma or equivalent required
1–2 years of customer service experience preferred

Responsibilities

Proactively and reactively expedite all open orders for internal and external customers, including ASMs, TAEs, and open order reports
Document all changes to sales and purchase orders including quantity changes, delays, pricing discrepancies, and cancellations
Communicate updated delivery timelines to customers
Respond to customer inquiries via phone, email, and fax
Provide timely, professional, and accurate customer responses
Collaborate with internal departments to resolve customer needs
Respond to customer requests for RMAs, warranties, credits, and engineering consults
Coordinate distribution returns involving customer contact, vendor interaction, sales, receiving, and accounting
Obtain and document vendor restocking information and breakdowns for both customers and Radwell
Ensure returned items are handled according to company policy and vendor requirements
Document and track all return shipments and related information
Coordinate warranty returns requiring engineering or QA involvement
Expedite open RMAs and document progress
Communicate urgency for replacement orders as needed
Deliver a high level of customer satisfaction through responsiveness and professionalism
Research, communicate, resolve, and document customer inquiries using Radwell systems (RADiant Spectrum, PriceTool, P21, Genesys, Outlook, phone, email, fax)
Maintain organized Outlook folders and manage Genesys interactions
Use customer feedback to recommend system, process, or communication improvements
Assist with special projects as requested
Escalate customer complaints or unresolved issues to the Customer Satisfaction Supervisor
Customer contact within one hour for requests received prior to the final hour of shift
Requests received after the final hour must be acknowledged for next‑business‑day handling
Monthly and quarterly productivity measured by phone and email volume handled