Customer Relationship Coordinator

Job Summary

Responsible for providing product/services information, answering questions, and resolving any emerging problems that our customers might face with accuracy and efficiency. Must have the ability to actively listen to customers when they relay issues and then develop an agreeable solution to appease the client. Must have working knowledge and understanding of Company products and their applications, and manufacturing processes.

Essential Duties and Responsibilities

• Manage day-to-day customer relations, providing proactive support to our customer base and sales team.
• Assists with resolution of customer concerns including customer complaints.
• Responsible for the overall coordination of internal resources to fulfill customer purchase orders from order entry to shipment.
• Maintain an in-depth knowledge of applicable procedures and policies as contained in the procedure manual and the applicable software packages.
• Travel as necessary to customer locations, manufacturing plants, out-of-off sales meetings, trainings, or seminars.
• Establishes and nurtures excellent customer and supplier relations.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Partners with the sales team to meet and exceed customers service expectations.
• Analyze customer data to promote profitability.
• Build and maintain strong, positive relationships.
• Receive inbound calls and document information including customer's complaint/request and contact information.
• Respond to all emails that come through the general inbox.
• Follow up on outstanding/expiring quotes.
• Assist sales team with any other duties or special projects as assigned.

Requirements

Knowledge, Skills, and Abilities

• Knowledge of fabricated sheet metal manufacturing.
• Strong written and oral communication skills.
• Strong initiative and ability to work independently.
• Proficient in Microsoft Office Suite, specifically Excel.
• Proven ability to use sound, practical judgement.
• Ability to effectively cope with change, shift gears comfortably.
• Ability to develop cooperative working relationships cross-organization.
• Demonstrates a high level of organizational skills, attention to detail, and self-directed work ethic.
• Significant interaction with customers, vendors, and co-workers.

Experience and Education

• GED or equivalent required.
• Two years related experience or knowledge in sheet metal fabrication.