Customer Experience Coordinator

Customer Experience Coordinator

The Customer Experience Coordinator manages post-sale customer issues, including returns, repairs, warranty claims, and product discrepancies, serving as a shared support resource for customers and sales. The role coordinates resolution efforts across internal and external partners, ensuring timely communication, accurate case management, and proper follow-through to support positive customer outcomes.

Competencies:

Nimble Learning - Collaboration - Customer Focus - Instills Trust - Action Oriented

Demonstrates Courage - Persuasion - Decision Quality - Manages Conflict - Optimizes Work Processes

Build authentic, trusted relationships that promote collaboration, inclusion, and a culture that lives our values every day (Integrity, Dependability, Connection, Action, Growth)

Essential Responsibilities:

Post-Sale Customer Support & Service Operations

• Serve as the primary customer contact for service, repair, warranty, order, and claim inquiries by gathering required information, coordinating resources, providing updates, and ensuring timely resolution.
• Create, manage, and resolve customer cases and service tickets within the CRM system, ensuring accurate documentation, timely follow-up, and complete resolution records.
• Strive to resolve customer requests at the first point of contact while meeting established service level agreements (SLAs) and customer service expectations.
• Provide phone, email, and written support to customers, escalating issues as appropriate while maintaining ownership of customer communication and follow-through.
• Partner with internal departments, vendors, and service providers to coordinate issue resolution, repair processing, order corrections, installations, warranty activities, and customer communications.

Repair, Warranty & Operational Support

• Administer repair and service workflows by generating repair quotes, creating and managing Service Repair Orders (SROs), coordinating required payments, creating return documentation, and processing parts dispatch orders.
• Collaborate with Procurement, Accounts Receivable, warehouse, and other operational teams to ensure efficient processing of repairs, replacements, and customer requests.
• Support panel, installation, and warranty activities through troubleshooting, escalation management, logistics coordination, warranty registration, order maintenance, and issue resolution.
• Create, maintain, and update customer orders (COs), purchase orders (POs), and other service-related documentation necessary to support business operations.

Case Management & Continuous Improvement

• Maintain complete, accurate, and timely documentation of customer interactions, actions taken, findings, handoffs, and resolutions in CRM.
• Prioritize and manage assigned cases based on customer impact, business needs, and established service expectations.
• Identify opportunities to improve processes, operational efficiency, and the overall customer experience.
• Build and maintain positive working relationships with customers, vendors, business partners, and internal teams to support successful outcomes.

Minimum Skills, Abilities, and Requirements:

• High school diploma or equivalent certification such as GED or HiSET
• Experience working with repair, warranty, return, RMA, carrier-claim, or service workflows, preferred
• 4+ years of progressive experience in a customer sales support role managing resolution of customer inquiries, returns, or other related concerns
• Demonstrated analytical and problem-solving skills
• Strong data entry skills and attention to detail with ability to follow process workflows and procedures
• Strong written and verbal communication skills, with the ability to present information clearly, professionally, and persuasively to customers and internal teams
• Creative, and results-oriented mindset with the ability to collaborate with others to identify and solve issues, make proactive recommendations
• Self-directed and punctual work style, able to work within a fast-paced team environment
• Ability to manage multiple projects and/or tasks, prioritize meeting deadlines, and deliver results

Technology and Systems:

• Experience with CRM, HubSpot preferred
• Experience with ERP, Infor Syteline preferred
• Quoting systems, Channel Online preferred
• Microsoft 365

Work Schedule and Classification: The typical workdays and hours for the organization vary depending on business needs and job responsibilities. This role follows a hybrid work arrangement, generally Monday Friday, 8:00 am 5:00 pm with a combination of onsite work at a Trafera facility and remote work.

This role is classified as full-time nonexempt (hourly) and incumbents will work a minimum of 40 hours in a work week. Work is expected to be delivered within established deadlines and quality standards within specific time periods. This is typically within a 40-hour work week. Overtime (working more than 40 hours in a work week) may be worked when approved or could be required if requested by a manager.

Incumbents in this role will perform their work both in an office/warehouse environment and interact with team members throughout the facility in both office and warehouse environments and working remote utilizing connected devices, video conferencing, phone calls, text or chat messaging.

The work environment includes exposure to moderate noise levels typically associated within a warehouse facility. While performing the duties of this position, incumbents may be expected to do any of the following, with or without accommodation:

• Stand or sit at their desk or workstation for long periods
• Effectively use computer keyboard, mobile device, desktop computer, laptop, calculator, telephone, copy machine and other business tools or controls
• Mentally focus on tasks and apply sound reasoning and judgement
• Review documents, monitors or displays with potentially small print
• Wear personal protective equipment (PPE) such as safety glasses, face shields, hard hats, masks, gloves or other PPE if required
• Move through the office facility and production warehouse facility on potentially uneven or slippery surface
• Respond to safety control noises or alarms such as fire alarm, forklifts horns, and machinery alerts
• Reach under, over, above or around desks, machinery or other objects such as bending, stooping, kneeling, reaching, and climbing to perform work
• Lift, carry, push, and pull materials and objects weighing up to 50 pounds and heavier weights with the proper equipment

This job description details the essential functions, requirements, work environment, physical, and mental demands of this position and should not be considered the only ones necessary for this position.

Trafera is committed to equal employment opportunity regardless of race, color, religion, age, sex, national origin, disability, military service, protected veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by federal, state or local law. Additionally, Trafera seeks to provide an inclusive work environment that allows all people, including those with limiting conditions or disabilities, to make a meaningful contribution. As such, the organization is committed to providing reasonable accommodation for the known physical or mental limitations of an otherwise qualified individual with a disability unless undue hardship and/or a significant risk to the health and/or safety of the individual or others would result. For questions about these commitments and policies, contact a member of the human resources team.