Customer Service Coordinator

The Customer Experience (CX) Coordinator focuses on improving customers’ experiences with a company and lead teams that handle customer experience-related tasks.

Job Summary

The Customer Experience (CX) Coordinator focuses on improving customers’ experiences with a company and lead teams that handle customer experience-related tasks. A sales coordinator uses his or her sales experience skills to handle administrative duties and promote customer satisfaction. The sales coordinator will support sales representatives and coordinate sales-related activities and from time to time may be required to assist with selling products.

Objectives of this Role

• Helping the sales team to improve their productivity by contacting customers to arrange appointments and ensuring all Sales Representatives have high-quality, up-to-date support material.
• Handling urgent calls, emails, and messages when sales representatives are unavailable, answering customer queries, informing them of delays, arranging delivery dates, and scheduling marketing events.
• Handling orders by phone, email, or mail and checking the orders have the correct prices, discounts, and product numbers.
• Inputting orders, ensuring they are processed according to customer requirements, and ensuring all orders are accurate and delivered on time.
• Collaborating with other departments to ensure sales, marketing, queries, and deliveries are handled efficiently.
• Developing and maintaining filing systems so as to maintain sales records, prepare reports, and provide financial information to the finance department.
• Greets all customers entering the showroom with a friendly, upbeat attitude, answers their questions and directs them to the appropriate person or location.
• Answers all phone calls to the dealership which are not directed with the automated PBX.
• Assists in initial paperwork process.
• Drafts Duty Free Letters for Sales Team
• Does Purchase Orders for Tinting, License Plates, Weighing and Detailing of Sales vehicles
• Delivers a professional/exemplary experience
• Daily communications with Business Development team on workflow and transportation needs.
• Initiate, track and record Customer satisfaction Index for the service department on a daily basis.
• Throughout the day checks on all amenities offered to customers
• Cleanliness at all times of the customer lounge area.
• Assist with data entry, record keeping, and sales file retention.
• Track follow-up calls and updates needed for customers.
• Print out Follow up list from the night prior in reports for follow up and keep daily track and follow up with customers’ requests.
• Make daily out bound follow up calls and surveys to customer, and bringing to mangers attention with any customers concerns.
• Initiate daily Customer experience Reports, identify key areas of improvement provide solutions.

Skills and Education

• Required: Minimum of 2 years in position of Customer Service Representative or similar positions in automotive, retail, sales, hospitality industries.
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  Required Secondary School education / or Equivalent or 2 years’ experience in same/similar position.
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  Excellent interpersonal and customer service skills; at least 1 year retail related experience.
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  Strong verbal and written communication skills
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  Required: Driver License with satisfactory driving record.