Customer Care Coordinator

Customer Care Coordinator

The Customer Care Coordinator is responsible for managing specialized processes and support functions that enable the Customer Care team to deliver timely and effective customer resolutions. This role serves as a key liaison between Customer Care and cross-functional business partners, coordinating activities such as Third-Party Marketplace (THP) case management, gift card administration, Requests for Information (RFIs), manual returns, and other operational support processes. The Customer Care Coordinator ensures accurate and efficient case resolution, provides guidance and feedback to agents, identifies process improvement opportunities, and facilitates the flow of information necessary to support customer needs and business objectives.

Major Activities

Third-Party Marketplace Cases/Orders

• Manage THP case work daily as the primary or secondary point of contact.
• Demonstrate ownership and accountability for THP cases from escalation through resolution.
• Partner directly with sellers to resolve issues effectively while balancing customer satisfaction, business needs, and policy compliance.
• Monitor and report on emerging trends, recurring seller concerns, and operational risks to the THP team.
• Deliver timely, constructive feedback to agents to promote quality, consistency, and continuous improvement.

Requests for Information

• Identify and engage the appropriate business partners to obtain information required to resolve customer inquiries, ensuring timely follow-up and response.
• Manage Requests for Information (RFIs) from initiation through resolution, ensuring business partner responses are received promptly, and customers receive accurate and timely communications.
• Coach and support team members in the effective use of the knowledge base and alternative resolution methods, including gift card support and product location assistance. Collaborate with Operations Specialists and Quality Assurance Specialists to address training opportunities, update documentation, communicate process changes, and reinforce best practices. Provide direct feedback and coaching to agents as needed.
• Continuously evaluate and identify opportunities to improve and streamline the RFI process. Share customer insights and recurring feedback with business partners to drive process improvements and enhance the customer experience. Maintain and regularly review the RFI Guide for accuracy and relevance.
• Partner with the Systems Specialist team to create, update, and maintain internal and customer-facing knowledge base content, ensuring information remains accurate, current, and accessible.
• Process physical gift card requests and customer product shipments accurately and within established service level expectations.

Gift Card Administration & Support

• Administer gift card activities, including the activation and deactivation of cards, to support Customer Care operations and business needs.
• Provide timely and constructive feedback to agents through established case review and feedback processes to support performance and development.
• Oversee gift card-related activities performed by team members, ensuring accuracy, compliance, and adherence to established procedures.
• Partner with Systems Specialists to develop and analyze gift card reporting, identify trends, monitor performance, and address emerging issues.
• Collaborate with gift card vendors to investigate, resolve, and prevent operational issues, ensuring timely and effective resolution.
• Serve as a liaison with internal business partners on gift card requests and initiatives, including large-scale promotions, contests, and special projects.
• Identify opportunities to improve gift card processes, enhance operational efficiency, and elevate the customer experience through continuous process improvement efforts.

Manual Processes

• Process manual return escalations accurately and within established service level expectations, ensuring timely resolution and a positive customer experience.
• Create Customer Care cases generated from third-party survey platforms.
• Provide eCommerce support as needed, including researching and resolving drop-ship order issues and communicating directly with drop-ship vendors to facilitate issue resolution.
• Generate manual return labels as required to support customer resolution and operational needs.
• Create, maintain, and update manual invoices in support of Customer Care case resolution and customer requests.
• Provide backup support for other Customer Care Coordinators, ensuring continuity of operations and service levels across the department.
• Review and maintain process documentation, knowledge base articles, email templates, and quick-text content to ensure accuracy, consistency, and alignment with current processes and policies.
• Deliver timely and constructive feedback to agents through established case review and feedback processes to support quality performance and development.
• Perform reviews of quality assurance reporting related to coordinator responsibilities, identify trends and opportunities for improvement, and communicate findings to leadership and stakeholders as appropriate.
• Identify opportunities to streamline manual processes, improve operational efficiency, and enhance the customer and agent experience.

Minimum Education

• High School Diploma and/or equivalent

Minimum Special Certifications or Technical Skills

• Proficient in Microsoft Office

Minimum Type of Experience the Job Requires

• 1-2 years of previous Support Center experience, preferably in a leadership role.

Other

• Exceptional customer service, listening, problem solving and interpersonal skills.
• Strong verbal and written communication skills.

Preferred Education

• Bachelor's degree

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.