Customer Service Coordinator

Stefanini Group•Harrisonburg, VA

5d•Onsite

About The Position

Stefanini Group is hiring a Customer Service Coordinator in Harrisonburg, VA. This is a temporary position requiring a 12-month commitment, with the potential for hire. The role involves providing exceptional customer service for large fabricated and/or stock length projects, managing day-to-day activities within the customer service area, coordinating with customers and internal teams to manage project timelines, address inquiries, and resolve issues. The goal is to maintain and foster strong customer relationships and ensure customer satisfaction.

Requirements

Competent computer capabilities in Microsoft Office (Excel, Access, Outlook).
Customer service skills including prompt response time and documentation.
Excellent time management and organization with attention to detail.
Ability to work in a team environment in a professional office setting.
Exceptional communication skills (verbal and written) including ability to follow written and verbal instructions.
People oriented, self-starter that can multi-task, and excel in a fast-paced environment with deadlines while working independently and/or with others.
Proven ability to manage and resolve conflicts while fostering a positive and collaborative work environment.
Demonstrated ability to anticipate challenges and proactively develop solutions, rather than reacting to issues as they arise.
Proven ability to manage multiple projects simultaneously under tight deadlines.
High School Diploma or GED from an accredited institution.
Minimum 2 years of experience in a complex customer service environment (high call volume or high customer contact).
Experience with Microsoft Word and Excel.

Nice To Haves

Bachelor's Degree from an accredited institution.
2+ years of experience in a manufacturing or construction industry experience.
Minimum 1 year of experience of reading and interpreting architectural plans and installation instructions.
Experience with Estimating Software, JD Edwards, and Microsoft Office.

Responsibilities

Managing a backlog of identified customers in geographic locations in North America.
Timely responses to customers via email and phone call.
Order management process flow throughout the front-end and manufacturing process (estimating, drafting, engineering, order entry, and takeoff) by partnering with individuals from various areas, problem-solving, and best practice sharing to support customer needs.
Processing LOI's, purchase orders, sales tax credits, feedback and claims management, and transferring orders to other locations.
Proactive management of orders, including reviewing backlog, that may not meet original deadline, notifying customers of status if something has changed, and working with plant personnel around scheduling.
Direct communication and interaction with customers, sales team, estimators, drafting/engineering, takeoff, order processing team members, and manufacturing personnel.
Actively resolving customer concerns and field issues as needed, ensuring a high level of customer satisfaction and trust.
Coordinating and advancing project status, from Order Entry through Manufacturing.
Understanding market needs (customer needs, competitive information).
Obtaining profitable orders (understanding of job margins and determining any opportunities).
Developing and maintaining positive working relationships with customers, internal teams, and stakeholders, representing Client with professionalism and integrity.
Acting as a liaison between the customers and Client, facilitating clear and effective communication to ensure project success.