CUSTOMER SUPPORT COORDINATOR

Job Role Customer Support Coordinator Purpose :

The Customer Support Coordinator (CSC) is an entry level position that allows for growth and development through learning the basics of what Techmetals' Customer Support Department is to our organization and clients.

The majority of daily tasks are administrative and will interact with the customers through email and phone. The position will also be required to learn basic ERP and CRM navigation and entry.

Major Duties and Responsibilities :

• Learn the organization of documentation within the company and maintain departmental records to ensure customer specifications and accuracy of filings are accurate.
• Manage all out going shipments and notifications to ensure accuracy and on time delivery.
• Answer phone calls, chats, emails and all other inbound customer inquiries in a timely and effective manner striving to provide a first contact resolution.
• Log and update customer information in CRM to maintain data integrity.
• Participate in continual training and development (internal processes & software, product and application knowledge, sales process and outcomes, and industry-based training).
• Provide an extraordinary experience to all internal and external customers.
• Maintain team email box and help support managed territories.
• Help the team hit monthly revenue goals provided by management.
• Support the internal sales and territory team by supporting administrative requests around shipments, notifications, credit holds, team emails, and non-sales related requests from clients.
• Share information with team leads, team and other departments, following company policies and values, balancing short- and long-term goals, and resolving customer issues when necessary.
• Meet all team deadlines and responsibilities.
• Maintain minimum activity levels required of the position.

P osition Requirements

• High School diploma / GED or equivalent.
• 1-2 years of experience in marketing, customer support or sales. Experience in a metal finishing oriented field a plus.
• Techmetals or other industry specific certifications preferred
• Self-Motivated and highly results-oriented.
• No Travel Required.
• Strong understanding of Microsoft Office applications.
• Ability to learn and apply learnings long term.

Ph ysical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is occasionally required to sit, stand, and must occasionally lift and / or move up to 30 pounds.

Work Environment

Production and shop floor areas can be very humid during certain times of the year. Employees are provided training and personal protective equipment when working around chemicals, dust, and fumes.

Safety and Environmental systems are in place to meet or exceed requirements from EPA and OSHA. We have active cross functional safety and continuous improvement teams.

All team members will be exposed to the shop floor environment on occasion. They must be prepared for and properly equipped (both clothing restrictions and personal protective equipment requirements) to enter such areas.

Normal shop environment may require the use of hearing protection, safety glasses, dust mask or respirator, ANSI approved safety-toe footwear as well as other personal protective gear as required when working with chemicals.

Our COMMITMENT

At Techmetals, we understand that our people create our success. We offer a variety of benefits to help ensure our employees can achieve their goals in and outside of the workplace.

Below are just a few examples of how we invest in our workforce each day :

• Shift Premiums
• Flexible Schedules
• Employee Assistance Programs
• Technical Courses and Job Training
• $2,000 Annual Tuition Reimbursement Program
• Soft Skill Training, including Leadership and Communications Courses
• Gainshare Program and 401k with Company Matching
• Opportunity For Improvement Program (OFI) designed to financially reward good ideas and support in making Techmetals the best we can be!

Techmetals is proud to be an equal opportunity employer that is committed to hiring and retaining a diverse workforce. All aspects of employment, including decisions to hire, promote, discipline or discharge, are based solely on merit, qualifications, performance, and business needs.

We prohibit discrimination and harassment of any kind based on race, color, religion, sexual orientation, gender identity, marital status, national origin, ancestry, disability, genetic information, pregnancy, age, veteran status, or any other protected characteristic as outlined by federal, state, or local laws.