Customer Experience Coordinator

Job Description: Customer Experience Coordinator

Role purpose

The Customer Experience Coordinator oversees the Company’s front‑of‑house operations to ensure consistent service quality, financial accountability, and operational discipline across all locations. The role manages Supervisors and Cashiers / Customer Service Representatives and ensures that customer service, cash management, inventory control, and operational reporting are executed in accordance with company standards.

Key responsibilities

Customer experience management
- Ensure consistent customer service standards across all locations
- Review customer complaints and feedback and ensure resolution
- Conduct routine site visits to monitor customer experience

Team leadership
- Supervise and support Supervisors, Cashiers, and CSRs
- Provide coaching, guidance, and corrective action where necessary
- Ensure adherence to company policies and procedures

Cash management
- Oversee daily cash operations and reconciliation
- Monitor voids, refunds, and discrepancies
- Investigate cash variances and report findings

Inventory management
- Ensure opening and closing stock counts are conducted
- Monitor stock usage and investigate discrepancies
- Coordinate and approve stock orders

Operational monitoring
- Review daily operational reports
- Identify trends affecting service quality or operational performance
- Ensure reporting discipline across all locations

Qualifications and experience

3–5 years experience in customer service or service operations
Experience supervising teams preferred
Strong knowledge of cash handling and inventory procedures
Experience with POS systems and operational reporting

Core competencies

Customer‑focused leadership
Operational discipline and accountability
Team leadership and coaching
Problem solving and decision making
Strong communication skills

Note: This job description may be updated to reflect changes in business needs, systems, or structure.