Customer Service Coordinator

Essential Duties and Responsibilities

• Handles, organizes and responds to customer service calls and email inquiries promptly.
• Communicates with customers to address issues, concerns, requirements and complaints.
• Offers alternative products to customer (if requested product is out of stock).
• Responds to requests within set Service Level Agreement timeframes.
• Processes orders: checks manual and EDI orders, enters orders into the system before cut-off time or within same day of receipt of order.
• Responds to customer calls in a manner that establishes Gates as the foremost service company in our industry, ensures minimal delay in addressing our customers' needs.
• Relays customer quality concerns to the appropriate associates or departments while actively ensuring that customer expectations and requirements are fulfilled.
• Proactively seeks opportunities to enhance services and response times and to provide premium customer service.
• Complies with company policy, procedural, and training requirements, including health and safety.

Keys to Success

• Requires professionalism and respect in communicating with customers and co-employees;
• Has accurate understanding of individual customer and Gates requirements,
• Requires accuracy of information provided to customers and of information entered in the ordering system,
• Requires establishing trust-based connections and relationships with clients,
• Requires ability to resolve customer complaints with empathy, and
• Requires ability to offer effective solutions, while adhering to company policies and procedure, including our Health, Safety, and Environment policies.

Supervisory Responsibilities

• None
• Likely to act as an informal resource for associates with less experience
• Provides informal guidance and support to team members

Requirements and Preferred Skills

• Minimum of 2-3 years of working experience in a similar role or industry. Experience in premium customer service preferred.
• Knowledge of best practice Customer Service (relevant qualifications desirable)
• Proficient in using MS Office and other relevant business software.
• Experience with SAP or relevant top tier ERP
• Others:
  • Excellent oral and written communication skills
  • Excellent listening skills, comprehension of customer needs, and ability to deliver effective solutions accordingly.
  • Confidence in speaking on the phone with customers, preferably in a previous customer service role
  • Robust interpersonal and human relation skills, essential for handling a fast-paced office environment and a demanding customer base
  • Ability to work independently, remaining self-driven and focused.
  • Attention to detail
  • Can perform effectively under pressure.
  • Strong organizational skills and prioritization abilities to handle a diverse workload.
  • Ability to collaborate closely with other GAPL staff.