Benefits/Perks
- Competitive Compensation
- Paid Time Off
- Career Growth Opportunities
Job Summary
We’re looking for a Customer Support Coordinator to join our team and be an integral part of our customers’ journey. In this role, you will communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure. This is not a call center position. While talking with customers is necessary, much of the work is processing detailed Excel-base order forms and exchanging emails with customers.
Reporting directly to our Customer Service Manager, you will be responsible for reviewing all details on customer orders to smoothly transition then into our production process. This role entails engaging in daily conversations – whether face-to-face, over the phone or via email - with internal and external customers to verify product specifications and record all order details. Strong communication skills with attention to detail and the ability to work independently are essential. Candidates must be comfortable working both independently and as part of a team, with a proven ability to thrive in either setting
Responsibilities
- Process and manage incoming orders with precision for protective clothing from customers using Excel, Word, Inventory system and cutting machine software.
- Learn all product lines to review order specifications to ensure compliance with product configurations and customer requirements.
- Prepare orders for collaboration with purchasing, design, finance, and production to ensure smooth order fulfillment.
- Create production identifier documents; garment labels using specialized software and printer; and prepare shipping labels and order tracking through UPS
- Maintain accurate records of customer interactions and transactions.
- Communicate with customers via email regarding order status, changes and timelines.
- Routinely send dealer invoices, verifying pricing and information.
- Address warranty issues and customer returns via return material authorization process with the ability to lift 20-30lbs periodically to move garments.
- Follow, update, and maintain procedures when applicable.
- Support periodic physical inventories, counting components for protective clothing.
- Other duties as assigned
Qualifications
- Associate’s degree; or equivalent combination of experience, education, and training.
- 2+ years of experience in customer service working with a technical product with detailed specifications, order processing and administrative support.
- Proficiency in Microsoft Excel – comfortable with moving data, formulas, and conditional formatting (test will be required)
- Strong written communication skills and analytical skills with attention to detail.
- Ability to work independently and manage multiple priority projects with strict deadlines.
- Experience working in Microsoft Outlook – managing a shared mailbox.
About Us
Proudly Made in the USA
Ricochet is located in Philadelphia, Pennsylvania and has more than 25 years of experience producing sophisticated, high-tech gear for the rigorous and specialized needs of the military, industrial chemical workers and emergency first responders. Ricochet's home office and manufacturing are located in a historic factory building in Philadelphia, Pennsylvania, home to a strong workforce of highly experienced and dedicated employees.
Our Experience
Our extensive experience has helped us develop the skills, knowledge, and proven manufacturing techniques to provide the ultimate in Personal Protective Equipment (PPE) for emergency first responders, involved in Emergency Medical Services (EMS), technical rescue and fire fighting.
Protecting First Responders
We take our responsibility of protecting Emergency First Responders very seriously. As tough as NFPA standards are, being just good enough to meet NFPA certification is not good enough for us. We engineer clothing that goes above and beyond the requirements of NFPA 1999 (EMS), 1951(Tech Rescue), and 1971 (Structural Firefighting).
Our Service
We create value for our users by offering top-quality protective clothing with extensive options for customization at very competitive prices. From the selection of fabrics to the sealed seams to the type of stitching, every detail is engineered to meet the needs of the wearer for ultimate protection, comfort, and mobility. Ricochet is an ISO 9001:2015 certified facility. We strive to provide industry-leading customer service and delivery times on all of our protective clothing.
Engineered for Comfort + Fit
Designed for greater flexibility, comfort, and performance. Ricochet has developed patterning innovations throughout all of the layers of your gear that work with the dynamics of your body - reducing heat stress, hobbling, and fatigue and providing a greater range of motion. All of our gear is custom-built because proper fit lowers the risk of exhaustion and increases safety.
Quality + Value by Design
Ricochet provides our customers with numerous choices of layered fabric systems, designed for durability, protection, and breathability. We make protective clothing that is comfortable, long-lasting, highly customizable and competitively priced. Check out our Rapid Turnaround line to find custom turnouts built to your specifications (not just pulled from a shelf) and guaranteed to fit right in a matter of weeks, not months.
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