Customer Service Representative Coordinator

Customer Service Representative Coordinator

The Customer Service Coordinator works with customers to find what they need, answer questions, creates solutions and ensures a smooth and quick sales process via face-to-face, calls, email and fax customer interactions. Handles customer issues including warranties and returns. Helps the branch build its sales by helping to maintain house accounts through active Dealer communication of new product launches, sales and or discounts via outbound calls and in-house counter discussions. Partner with region Territory Sales Managers and others to help drive territory coverage and maintain positive dealer relationships. In addition - Provide leadership, training and guidance among the CSRs and clerks at the branch in order to provide exceptional customer service and safe work practices. This includes working closely with the Branch Manager to ensure the branch store meets new business plans, processes are followed including sales, warranties, shipping, and housekeeping.

Position Responsibilities may include :

• Team lead for Customer Services Representatives (CSRs) by assisting the Branch Manager with training and reporting.
• Work with the Branch Manager (BM) to ensure delegated work flow to CSR's is achieved.
• Provide feedback to Customer Service employees on performance under direction with the BM.
• Provide motivation to staff on giving excellent customer service to our customers.
• Coach & train employees as needed.
• Capture, compile and analyze data relating to department / customer service activities.
• Participate and / or lead process improvement efforts.
• Assists manager to fill open positions in department, review resumes and interview potential candidates.
• Participate in additional projects to support ongoing business needs.

Nature and Scope :

Knowledge and Skills :

Experience :

Education :

People Management; No

Physical Requirements / Working Environment :

Reports to :

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States. The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV / AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.