Customer Support Coordinator

Crafco•Phoenix, AZ

2d•Onsite

About The Position

Crafco, Inc. is seeking a Customer Support Coordinator at our corporate headquarters in Phoenix, AZ. Customer experience is core to everything we do and if you agree, we want you on our team! Our customer support team's top priority is to make our customers successful by delivering excellent, personable and conversational support. We take customer relationships seriously and this position is essential to our team's success. The Customer Support Coordinator has a unique responsibility for managing customer orders, while acting as the primary communication hub between our sales and production departments. This is a full-time customer support position, Monday-Friday, based in our corporate headquarter offices in Phoenix, AZ. The Customer Support Coordinator will interact with external and internal customers to provide an excellent customer experience. This position will be responsible for daily customer service activities such as answering inbound customer calls and emails, order entry, and order management.

Requirements

Proven customer service work experience for a minimum of 3 years
Proficient in English with excellent verbal and written communication skills
Demonstrated written communication skills with excellent grammar in handling e-mail responses with professionalism
Working knowledge of customer service software.
Strong computer competency in MS Office applications.
Exceptional listening skills, empathy, customer follow-up and the ability to build customer relationships through positive interactions.
Ability to work under pressure, organize, and prioritize responsibilities
Applicants must be authorized to work in the US and have a valid driver's license.

Nice To Haves

2+ more years of Supply Chain experience in a manufacturing environment preferred
SAP and Salesforce experience preferred.

Responsibilities

Process customer orders received via email, phone, and fax in a time sensitive manner.
Respond to customer questions and inquiries within a reasonable time frame depending on the level of urgency.
Verify customer order information, product identity, quote, tax situation, and other information before entering orders into SAP. Immediately inform the customer of any discrepancies within their purchase order and work to correct issues.
Check material availability and be able to suggest alternative options (e.g., packaging, plant) to meet customer needs in cases of short supply.
Provide freight quotes to customers upon request.
Identify customer needs and take proactive steps to maintain positive experiences.
Coordinate with other departments as needed to ensure customer's orders/requests are being met and notify the customer immediately of any issues that arise.
Provide the customer with weekly/bi-weekly open order reports and keep communication open for the status of upcoming projection orders.
Build sustainable relationships and trust with customers and sales representatives through open and interactive communication.
Provide accurate, valid, and complete information by using the right methods/tools.
Coordinate shipments and information with the equipment and sealant plants when necessary to maintain a high level of customer service.
Other duties as assigned.