Customer Experience Coordinator
$23 - $25 per hourAZEK Company Inc.
The Customer Experience Coordinator is an on-site role based in Eagan, MN. This position requires availability Monday through Friday, from 8:00 AM to 4:30 PM. The hourly compensation for this position ranges from $23 to $25 per hour.
Key Responsibilities & Performance Goals
* Order Review and Verification Cable Orders
* Task: Review and verify all incoming Horizontal cable orders for accuracy and completeness. If errors detected or assumed, contact guest/retailer to communicate visible order discrepancies requiring corrective action for processing.
* Performance Indicator: Resolve 100% of order discrepancies within 48 hours of identification.
* Order Coordination for Will Calls
* Task: Confirm and communicate will call readiness to customer for pick up at plant in coordination with the retail customer service team
* Performance Indicator: 95% of will call orders confirmation with store or guest the same day inquiries arise.
* Process RMA's
* Task: Obtain original Retail Order Number and enter RMA's
* Performance Indicator: 100% accuracy in RMA entry to complete the transaction with a 3-day timeline.
* Performance Indicator: Meet 100% of the requirements to process an RMA.
* ECN requester related to all Williams and ARIA new parts, or existing product changes into JDE ERP
* Task: Enter pertinent information required to affect changes to Williams and ARIA products as needed in a timely manner
* Performance Indicator: Meet 100% of the requirements to process changes and updates.
* First Line Customer Communication and Support
* Task: Function as the first point of contact for inbound retail customer service calls/emails and working with sales, engineering or production as needed to provide information needed.
* Performance Indicator: Respond to 75% of customer inquiries as they come in via phone or email within 24 hours, maintaining a customer satisfaction rating of 95%.
* Data Management
* Task: Maintain up-to-date and accurate records of customer cable orders, RFE, and communications in the CRM system.
* Performance Indicator: 100% data accuracy in CRM records, with all orders updated within the same business day.
* Process Improvement
* Task: Identify opportunities for improving order processing efficiency.
* Performance Indicator: Submit 1 actionable process improvement ideas per quarter and participate in cross-functional team initiatives.
* Additional Duties as Assigned
* Task: Support cross-functional teams and additional tasks as needed to ensure operational efficiency.
* Performance Indicator: Demonstrate flexibility and timely completion of assigned tasks.
Qualifications & Skills
* High school diploma or equivalent (bachelor's preferred).
* Proven experience in customer service, intermediate administrative roles (2+ years preferred).
* Familiarity with warehouse or building products is a plus.
* Proficiency in Microsoft Office Suite and CRM systems required.
* Excellent communication and organizational skills.
* Ability to thrive in a fast-paced environment with multiple priorities.
Work Environment & Performance Expectations
* Office-based role with regular interaction across departments, including sales, production, engineering, production, warehouse, and logistics.
* Regular performance reviews will assess order accuracy, customer satisfaction, communication efficiency, and adherence to scheduling timelines.
* Success in this role contributes to the smooth flow of established process flow and high levels of customer satisfaction in the rail industry.
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