Customer Experience Coordinator

Job Description

Job Description

The Customer Experience Coordinator (Level II) independently manages complex customer interactions while serving as a knowledgeable resource for customers and team members. This position requires advanced problem-solving skills, strong product knowledge, and the ability to resolve escalated issues with minimal supervision. In this role, the Customer Experience Coordinator serves as a proactive liaison between customers and internal teams, helping ensure timely communication, coordinated follow-up, and a positive end-to-end customer experience. Essential Job Functions: Serve as a primary point of coordination and support for customers, ensuring timely, professional, and partnership-focused service throughout the customer experience. Manage complex customer inquiries, account needs, and service issues requiring detailed analysis, follow-up, and independent judgment. Resolve escalated customer concerns with minimal supervision, ensuring issues are addressed accurately, professionally, and within expected service timelines. Anticipate customer needs, follow up on open items, coordinate required information, and help prevent service delivery gaps. Collaborate closely with Sales, Operations, Quality, Shipping, and other departments to support timely responses, accurate information flow, and effective customer issue resolution. Monitor and support service performance expectations, including response time, turnaround time, resolution time, and follow-up quality. Identify recurring customer issues, service trends, and process gaps, and recommend improvements that enhance customer satisfaction and operational efficiency. Maintain a high level of accuracy, organization, and follow-through while managing multiple priorities and workload demands. Train, mentor, and support new Customer Experience team members, including assisting with onboarding activities and sharing best practices. Support special projects, departmental initiatives, and continuous improvement efforts as assigned. Perform other duties as assigned. Performance Metrics: Response Time:

Timely acknowledgment and response to customer inquiries, internal requests, and open items in accordance with departmental expectations. Turnaround Time:

Efficient completion of customer requests, order updates, account support needs, and follow-up actions within expected service timelines. Resolution Time:

Effective and timely resolution of customer concerns, escalations, and service issues, with appropriate coordination across departments when needed. Follow-Up Quality:

Consistent, accurate, and proactive follow-up on open customer matters, including clear communication of status, next steps, and expected completion timing. Accuracy and Documentation:

Accurate entry, tracking, and maintenance of customer information, order details, service notes, and related documentation. Customer Experience:

Demonstrates professionalism, ownership, and partnership-based support that contributes to customer satisfaction and confidence. Internal Collaboration:

Works effectively with Sales, Operations, Quality, Shipping, and other departments to support timely information flow and issue resolution. Process Improvement:

Identifies recurring issues, service trends, or workflow gaps and contributes recommendations that improve efficiency and service delivery. Requirements: High school diploma or equivalent required; associate or bachelor’s degree in business, communications, or a related field preferred. Three to five years of progressive customer service, customer support, or account coordination experience required. Strong working knowledge of company products, services, customer requirements, and internal service processes. Excellent written and verbal communication skills, with the ability to communicate clearly, professionally, and confidently with customers and internal teams. Demonstrated problem-solving, follow-up, and conflict resolution skills, including the ability to manage escalated customer concerns with sound judgment. Intermediate proficiency with Microsoft Excel, CRM systems, order management tools, and other customer service technology used to track and support customer activity. Ability to prioritize competing responsibilities, manage multiple open items, maintain accuracy, and follow through in a fast-paced service environment.