Customer Service Coordinator I

Werfen•San Diego, CA

5d•$20 - $26

About The Position

Under general supervision, the Customer Service Coordinator I performs front- and/or back-office support functions for the Customer Service Team. The role responds to incoming customer phone calls, faxes, emails, orders, and inquiries, serving as the first point of contact for customers and escalating issues to team management as needed. The position processes customer orders and inquiries, coordinates with internal teams on product availability, technical support, shipping, returns, replacements, and invoice discrepancies, and prepares quotations and customer reports. It also helps ensure orders are accurate, properly documented, and released for shipment in accordance with department procedures and product shipping guidelines. The base hourly range is $20.00 to $26.00. Compensation depends on factors including education, relevant experience, skillset, knowledge, and business needs. The role is eligible for medical, dental, and vision insurance, a 401(k) retirement plan with employer match, and paid vacation and sick leave. Travel is approximately less than 5% of the time.

Requirements

Associate degree in Business or a related field, or equivalent experience.
Basic Microsoft Office skills.
Fluency in English.
Strong customer service and interpersonal skills.
Strong written and oral communication skills.
Ability to navigate customer complaints and objections.
Strong problem-solving skills.
Proven attention to detail.
Ability to analyze issues and apply sound judgment to resolution.
Good time-management skills and ability to prioritize and organize workload in a fast-paced environment.

Nice To Haves

Bachelor's degree in Business Administration, Finance, or a related field.
Previous experience in a customer service role or environment.
Basic pivot-table knowledge.
Ability to navigate an SAP ERP system.

Responsibilities

Respond to customer questions by phone or through the assigned task system in a timely and professional manner.
Process customer orders received by phone or through the task system, ensuring accuracy and compliance with department guidelines and processes; escalate order inquiries as needed.
Coordinate with distribution and planning personnel regarding product status and availability, and advise customers accordingly.
Review and process Technical Support requests for replacement products and follow up with Technical Support to ensure resolution.
Coordinate lot-specific requests with appropriate parties and ensure orders are released for shipment according to product shipping guidelines.
Ensure required documentation accompanies orders before final submission.
Review the task system regularly and assign orders or inquiries to other Customer Service Coordinators based on geographical coverage or special assignments.
Ensure standing-order and overnight-shipment requests are properly labeled.
Manage a personal task queue and process customer orders within departmental timeline goals; follow up on customer inquiries, account maintenance requests, price discrepancies, and shipping issues.
Prepare customer quotations for Werfen products using established pricing guidelines.
Coordinate shipping for returns and replacements with the logistics team and ensure inventory adjustments and credits are processed accurately according to department procedures.
Research and resolve invoice discrepancies reported to Credit and Collections, and process credit or debit memos according to department procedures.
Prepare and distribute customer reports regularly.