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.