Customer Service Coordinator

3 months ago

Richmond, Canada Nature's Expression Full time

**Who We Are**:
At Nature's Expression, we’re not just another wholesale company; we’re a family of innovators, dreamers, and doers. We’re a leader in the Natural gifts and souvenirs sector, known for our exceptional products and unparalleled customer service. Our team is growing, and we need a driven individual who can help us reach new heights.
- A family owned and operated business that’s been around for centuries. Just kidding - but 35 years and counting is pretty awesome

This role provides support to the Customer Service functions, and reports to the Sales and Marketing Work Leader.

The Customer Service Coordinator maintains the customer service standards as defined by key performance indicators. This role in collaboration with Key Business Leaders has the ability to revise customer service processes, and to ensure the customer service function is in alignment with standards and processes.

**Responsibilities**:

- Provides 1 tier support for in-bound customer service/sales calls
- Maintains the customer service database; ensures adherence to consistency of input and standards
- Generates reports for historical on-deck weekly, monthly and yearly
- Generates weekly written and comparative year-over-year sales reports
- Develops and updates Customer Service policies and procedures
- Generates Standard Operating Procedures (SOPs) for the Customer Service portfolio
- Manages website customer registrations, tracks follow-up and orders; works with the Account Managers to ensure KPIs are met
- Inputs orders for Account Managers as required in their absence
- Manages and maintains process between Account Managers and Accounting on eTransfer process
- Responds to all Customer related feedback or communication through online forums/chat/message boards
- Manages and maintains invoices through the order process including full lifecycle for online web based orders
- Processes order Pre-authorizations and calls for declined credit cards
- Provides information on pending claims for damages or account concerns
- Processes credits and provides regular reporting for Credit Dashboard
- Generates and monitors daily tracking
- Monitors on-deck limits and has full authority to make changes within the order process queue in collaboration with the Warehouse Work Leader
- Performs quality assurance of all written orders before processing to the warehouse
- Documents weekly progress of work plan
- Other duties as assigned.

**Job Types**: Full-time, Permanent

Pay: $42,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Casual dress
- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

**Education**:

- Secondary School (preferred)

**Experience**:

- customer service: 2 years (preferred)

Work Location: In person

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