Customer Experience Coordinator

Customer Experience Coordinator

Austin Cutlery & Tool is part of a fast-growing, privately held portfolio of premium culinary and foodservice brands, including Cangshan Cutlery and New Star Foodservice. Headquartered in Georgetown, Texas, we deliver high-quality products and trusted solutions worldwide. Our culture is built on collaboration, respect, excellence, accountability, and trust.

We're seeking a Customer Experience Coordinator to join our growing team. You will serve as the primary point of contact for customer inquiries and warranty program administration while also supporting day-to-day office operations ensuring accurate order processing, timely fulfillment, and a seamless customer experience while maintaining an organized, professional workplace for customers, visitors, and team members alike.

This role is ideal for a detail-oriented, service-driven professional who thrives in a fast-paced environment and enjoys working with systems, processes, and cross-functional teams.

What You'll Do

• Enter customer orders, process returns, and maintain accurate data within our ERP system.
• Respond to customer inquiries promptly with accurate product information and a customer-first mindset.
• Process and track RMAs, credit memos, and warranty claims, ensuring accurate documentation and timely resolution.
• Administrative Support Greet and welcome guests in a professional and friendly manner, determine the purpose of their visit, and direct them appropriately.
• Answer and route incoming phone calls and central emails to the appropriate team members.
• Receive and distribute mail, packages, and product samples across the office.
• Support onboarding activities for new hires with workspace readiness and assist with planning and coordinating office events.

Benefits

• 401(k) with company matching
• Medical, Dental & Vision (employer contribution up to $650/mo)
• Paid Vacation + 10 Paid Holidays
• HSA, Employee Assistance Program (EAP)
• Life, Dependent Life, AD&D, and Disability insurance options
• Annual discretionary bonus based on individual and company performance
• Paid training and development opportunities

Requirements

Must-Haves

• High school diploma or equivalent.
• 2+ years of customer service, administrative, or related office experience.
• Strong written and verbal communication skills, excellent interpersonal skills, and a customer-first mindset.
• Comfort working with basic administrative procedures, systems, and Microsoft Office Suite.
• Proven problem-solving and decision-making skills with the ability to manage multiple priorities in a fast-paced environment.

Nice-to-Haves

• Prior experience working within an ERP system (SAP S/4HANA is a big plus).
• A background or comfort working in a hybrid office/warehouse environment.