Commercial Customer Care Coordinator
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Accentuate Staffing is seeking a Commercial Customer Care Coordinator to join a dynamic manufacturing company in Morrisville, NC. This is a direct hire opportunity and will report to the Manager of Customer Service at our client site. This is an exciting opportunity as this role will be part of the development and implementation the customer service processes and approach to support the new start-up consumer products business in a $2B publicly traded company. This role will be very hands-on, supporting various internal and customer facing functions in this high growth business, and ensuring that the cross-functional team delivers outstanding service every time.
Responsibilities:
- Collaborate with the Manager of Customer service to create and define processes and systems to deliver best in class customer responsiveness and interaction, order management, and service.
- Understand the strategic goals of the CS department as part of the Supply Chain vision.
- Deliver effective, efficient, and responsive day-to-day customer service operations for multiple brands in the divisional footprint, with the ability to understand and represent multiple brands and brand voices.
- Oversee assigned customer issues and ensure effective and long term problem resolution, escalating as necessary to the Manager of Customer Service to ensure customer and business needs are met.
- Identify and recommend measures to improve Customer Service, methods, performance, and quality of service.
- Establish trust, collaborate, and facilitate transparent communication with cross-functional partners as needed and customer service team members.
- Assist in the creation of Standard Operating Procedures for the Customer Service operation.
- Learn and execute a variety of systematic responsibilities including inventory movements, customer order, and research.
- Foster an environment of respect, teamwork, collaboration and accountability.
- Serve as backup to the Customer Service Manager as needed.
Requirements:
- Bachelor’s Degree strongly preferred
- 7+ years’ experience in a customer service or operational role working cross-functionally with a service orientation or similar role.
- Solid knowledge of customer service, operations tactics and how the function integrates effectively with sales, supply management, fulfillment and transportation operations – preferably with firsthand knowledge from a CPG, FMCG or related business.
