Customer Service Coordinator

By The Yard Inc•Sand Creek Township, MN

1h•$22 - $24•Onsite

About The Position

Family-owned and operated since 1995, By the Yard proudly manufactures maintenance-free outdoor furniture and accessories for families and businesses throughout the United States. From the factory to the showroom, we infuse our operations with eco-consciousness. Our furniture has been made from recycled milk jugs since day one, and we continue to focus on green initiatives to build better furniture and a better future. Check us out! The Customer Service Coordinator is responsible for meeting the needs of all incoming customer issues in a professional, efficient, and timely manner.

Requirements

Minimum of three years of previous customer experience required.
Exceptional telephone and personal customer service skills and ability to work under pressure.
Strong organizational skills and the ability to handle multiple projects simultaneously.
Excellent attention to detail.
Excellent verbal, written, and interpersonal communication skills.
Strong flexibility to adapt to changing priorities and direction in a dynamic work environment .
Ability to learn ERP computer program.
Basic Microsoft Outlook, Excel, and Word skills.

Nice To Haves

Previous experience in manufacturing industry environment.

Responsibilities

Handles all incoming customer calls and emails regarding any physical problems or damage to the furniture during the sales process as well as through the warranty period. This includes regular customers as well as dealers and commercial clients. Tracks and follows up on all issues to see beyond the immediate problem to uncover wider implications.
Develops cases within ERP system and updates system regularly with progress on claim.
Creates sales orders when applicable for service and pick up of furniture. Procures parts and/or materials for service sales orders as needed.
Facilitates RMA orders as required. Analyzes complex problems and delivers solutions where precedent may not exist.
Communicates as necessary, monitors, and follows up on vendor responsibility for damages or issues.
Tracks all customer service issues to evaluate most common problems and reports information to management.
Provides service or repair quotes to customers with the assistance of the supervisor or manager.
Establish and maintain a customer satisfaction follow up and call back procedure and provide management with appropriate feedback. May assist with customer satisfaction surveys.
Generate new and innovative solutions to complex problems.
Works with Production and New Product Development to correct any design or manufacturing issues. Works to prevent future occurrences.
Makes recommendations on trends and patterns in warranty claims.
Performs other duties and responsibilities as requested or required.
While these areas are the primary focus of this position, we believe strongly in teamwork and team members will be called upon to perform a variety of duties as a part of their role with By the Yard.