Customer Service Coordinator

Position Summary

The Customer Service Coordinator serves as a liaison between our customers and internal Colorcon departments. This position plays an integral role in meeting and exceeding our customers' expectations, by ensuring a positive customer experience is achieved through all touchpoints with the organization. The Customer Service Coordinator is accountable for enhancing customer relations, increasing customer loyalty and in turn increasing our commercial growth.

Responsibilities & Duties

Communication

• Support customers' enquiries through multiple communication channels including phone, email, and chat.
• Follow up of enquiries for general questions with other internal departments, liaising as needed including Quality, Regulatory, Technical, Supply Chain, Commercial, and Shipping.
• Facilitating customers issues resolution, including progressing customer complaints to completion (RMA creation, coordinating returns, credit notes/invoices as needed)

Order Management

• Enter and process orders including calculating transit time and freight.
• Proactively communicate with customers to inform them of at-risk orders (fulfilment issues, delivery delays, etc.)
• Maintain accurate customer database and information on profiles.

Pricing

• Responsible for customer quotations for new business & follow-up on open quotes.
• Maintain price lists and send to customers when requested.

Technology

• My Colorcon Portal: Process new user registrations, pricing requests and requests for order changes or cancellations, assist customers with platform questions or issues.
• Navigate and perform tasks in multiple platforms quickly.

Teamwork

• Work independently and as a member of the team providing back-up & vacation coverage for other Customer Service Coordinators as needed to support the business.
• Interact with employees across the organization to gather information and make recommendations to drive process improvement.
• Share resources and foster a climate of trust within the team to strengthen team cohesion.
• Ability to deal with a variety of interpersonal styles and personalities in an appropriate and diplomatic manner.

Problem Solving

• Ability to handle a variety of nonstandard and complex inquiries.
• Understand the root issue the customer is facing and other related issues that may arise.