Customer Service Coordinator

The Customer Service Coordinator is responsible for ensuring that the customer’s experience is smooth, accurate, enjoyable and effortless. This person is part of the team that will process customer requests involving new parts/equipment as well as coordinating repairs and help move them efficiently through the process.  A strong cultural fit is important to fit well into this positive and customer focused team.

Close communication with both the Sales and Service departments, as well as customers, will be essential to properly perform this position. Duties will include: entering sales orders from either quotations or purchase orders, quoting freight, verifying completeness and accuracy of all order information, issuing RMA numbers, providing clear return instructions, communicating order/RMA status, confirming payment & return shipping details, creating and forwarding shipment documents/labels and ensuring all necessary documents are recorded as required. In summary, this position plans, schedules, and coordinates the efficient distribution of GSSI product sales, service and shipments to customer locations. 

This is a full-time, onsite position based out of GSSI’s Nashua, NH headquarters.

Primary Responsibilities:

• Interacts with and quickly responds to customer requests, quotes, purchases, order status, etc.


• Daily communication with customers, via phone, email, chat and text/IM messages


• Ensures all order details are properly gathered and documented, including company name, address, terms, payments, quotes, delivery dates, ship method, part #/unit #, etc.


• Maintains customer details in the CRM database


• Supports other customer facing employees as needed.


• Generates required shipping documentation for all shipments leaving GSSI, domestic and international


• Works closely with the Packer / Shipper and all of Operations to coordinate shipments


• Process requests for equipment returns and issues RMA numbers


• Maintains GSSI’s Automated Export Systems (AES) account


• Maintains certification for class 9 dangerous goods shipping and handling (batteries)


• Follows up with manufacturing or inventory for open requests


• Perform final review of all details for accuracy and completeness prior to shipment


• Support projects and help implement system changes and improvements


• Other related duties as assigned by the Customer Service Manager

Requirements:

• Associate’s degree preferred or equivalent experience


• 1-3 years’ experience in a customer service environment; order entry experience preferred


• Communicate in a positive and friendly manner and able to articulate precise written and verbal instructions for customers 


• Must be a highly motivated team player with an ability to organize and prioritize multiple tasks


• Must have excellent phone skills to handle inbound phone calls and make outbound phone calls


• Must be detail oriented, accurate and have excellent follow-up and multitasking skills.


• Must be computer literate, with a good knowledge of MS Office software


• Experience with CRM is helpful

Physical 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.

While performing the duties of this job, the employee is regularly required to talk, hear, and use fine motor skills. The employee is frequently required to stand, walk, sit and reach. The employee is occasionally required to bend, kneel, squat, and lift. The employee must occasionally lift or carry a maximum of 25 lbs.