Customer Success Coordinator (PRIME Division)
About The Position
The Customer Service/Success Coordinator serves as a strategic and supportive partner to key accounts throughout every stage of the order process. This role primarily engages clients via phone and electronic communication, fostering loyalty and ensuring long-term customer retention within the Promotional Products Industry. The ideal candidate will possess exceptional communication skills and a strong commitment to delivering outstanding customer service and support. Responsibilities include providing accurate quotes, verifying inventory levels, estimating shipping timelines, and responding promptly to customer inquiries.
Requirements
- Bachelor’s degree in business, Business Administration, or equivalent industry-related experience.
- Minimum of 2 years of experience in customer service or sales, with direct interaction with the public.
- Excellent written and verbal communication skills in English, with a strong customer service orientation.
- Results-driven and able to thrive in a fast-paced environment with multiple competing priorities and deadlines.
- Demonstrates a positive, proactive approach to task completion.
- Proficient in utilizing multiple software programs and platforms; strong technical aptitude.
- Creative problem-solving abilities and a customer-focused mindset with empathy.
- Exceptional attention to detail and strong analytical skills.
- Capable of managing time effectively and working independently with minimal supervision.
- Strong interpersonal skills and the ability to collaborate effectively with internal departments.
Responsibilities
- Cultivate strong customer relationships and ensure satisfaction by delivering professional and responsive support.
- Address all customer inquiries promptly and professionally, including requests for information, order confirmations, order status updates, expedited requests, acknowledgments, periodic reporting, complaints, and returns for all accounts within the assigned territory.
- Serve as the voice of the customer by collaborating closely with internal departments—including Order Entry, Art, Planning, Production, Procurement, Quality Control/Assurance, and Warehouse—to ensure timely shipments and fulfillment of customer expectations across approximately 900–1,000 accounts.
- Monitor order flow using system searches and dashboards to ensure seamless processing and timely movement of orders through the pipeline.
- Provide alternative product suggestions for out-of-stock items to maintain customer satisfaction and order continuity.
- Document, report, and escalate system-related issues and functionality concerns. Administer the issue tracking process and compile customer feedback for continuous improvement.
- Assist customers with quotes, freight estimates, product recommendations, shipment dates, and reporting to keep them informed of their order status.
- Comply with individual and departmental service level agreements (SLAs) as defined by Deco Upper Management
Benefits
- Vacation, Personal, and Sick time
- Medical, Dental, Vision, Life Insurance, and Disability coverage
- Flexible Spending Accounts
- 401(k) plan
- discounts on brand‑name apparel
- fun employee events
- meaningful opportunities for growth and advancement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
501-1,000 employees
