CSR Coordinator

Position Summary

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 maintaining house accounts through active dealer communication of new product launches, sales and discounts via outbound calls and in-house counter discussions. Partners with regional territory sales managers and others to help drive territory coverage and maintain positive dealer relationships. Provides leadership, training and guidance among the CSRs and clerks at the branch to deliver exceptional customer service and safe work practices. Works closely with the Branch Manager to ensure the branch store meets new business plans and processes for sales, warranties, shipping and housekeeping. Reports to the Branch Manager / Supervisor, Customer Service.

Responsibilities

• Team lead for Customer Services Representatives (CSRs) by assisting the Branch Manager with training and reporting.
• Ensure delegated workflow to CSR’s is achieved.
• Provide feedback to Customer Service employees on performance under direction with the BM.
• Provide motivation to staff to give excellent customer service to our customers.
• Coach and train employees as needed.
• Capture, compile and analyze data relating to department and customer service activities.
• Participate and / or lead process improvement efforts.
• Assist manager in filling open positions in the department, review resumes and interview potential candidates.
• Participate in additional projects to support ongoing business needs.
• Work positively with all levels of management and peers to ensure all areas and departments are kept up to speed and are working as an effective team to deliver the highest level of service possible.
• Understand and follow work instructions, operating procedures, and company policies.
• Support sales teams and inside account representatives and all branches as needed.

Qualifications

Knowledge & Skills

Experience

Education / Certification

Other Requirements

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.

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