WHAT DOES A CUSTOMER SERVICE COORDINATOR DO?

Published: September 18, 2024 - The Customer Service Coordinator ensures smooth and efficient handling of all customer interactions and order processing in line with company standards. Manages and resolves customer queries by coordinating with internal departments, identifying root causes of issues, and ensuring accurate documentation. Supports the Sales team and project coordinators by tracking orders, preparing necessary documentation, and maintaining proactive management to prevent conflicts and delays.

A Review of Professional Skills and Functions for Customer Service Coordinator

1. Customer Service Coordinator Duties

  • Sales Coordination: Handle sales coordination and administrative work.
  • Quotation Preparation: Prepare sales quotations and assist with proposal preparation.
  • Data Management: Perform data input and consolidation, ensuring data accuracy.
  • Customer Relationship Management: Maintain a close relationship with existing customers and negotiate service contract renewals regularly.
  • Report Preparation: Prepare reports and analysis for management review.
  • Internal Coordination: Coordinate and liaise internally with various departments and customers.
  • Market Information Collection: Collect market information regularly.
  • Order Entry: Perform data entry of received orders into Baxter systems.
  • Order Review: Review the accuracy of entered orders in Baxter systems.
  • Product Dispatch: Manage the dispatch of finished products, booking couriers, packing goods, and handing over goods to couriers.

2. Customer Service Coordinator Details

  • Shipping Documentation: Prepare and provide shipping documents for clients.
  • Job Creation: Create jobs and complete basic job activities, including uploading shipping documents into the system.
  • Report Checks: Check basic reports for incoming shipment requests.
  • Shipment Handling: Handle routine shipments and prepare simple quotations.
  • Request Monitoring: Daily checks on new requests and email starter packs to clients.
  • Information Collation: Assist the Customer Service Team in collating information for input into weekly/monthly reports.
  • Administrative Support: Provide general administrative assistance to the Customer Service Team.
  • Call Logging: Log customer calls, create tasks, and check contract status.
  • Service Management: Manage all open service requests and tasks, ensuring all tasks have a valid email address.
  • Dashboard Monitoring: Carry out daily dashboard checks and plan for upcoming deadlines.
  • Task Management: Raise personal tasks, including holiday, sickness, etc.

3. Customer Service Coordinator Responsibilities

  • Quality Monitoring: Monitor and report on the quality of services.
  • Continuous Improvement: Contribute to continuous improvement.
  • Meeting Participation: Attend regular team meetings and ensure a safe and tidy area.
  • Work Practices Promotion: Promote good work practices and enhance working relationships.
  • System Maintenance: Contribute to the maintenance and documentation of an efficient Quality Management System.
  • Health & Safety Compliance: Ensure that all Health and Safety regulations are adhered to, liaising with the Health & Safety officer.
  • Team Coverage: Provide cover for other members of the team.
  • Duties Flexibility: Carry out other reasonable duties that may or may not be related to the job as requested by management.
  • Engineer Monitoring: Check the activation and deactivation of engineers on a daily basis.
  • Quotation Management: Raise quotations for chargeable parts.
  • Parts Ordering: Order parts for service requests/planned jobs.

4. Customer Service Coordinator Job Summary

  • Correspondence Handling: Deal with correspondence, phone calls, and queries.
  • International Customer Service: Provide customer service and work with the customer service team 
  • Order Management: Responsible for handling all orders from customers from Order to Cash.
  • Sales Collaboration: Maintain a close relationship with the sales team.
  • Budget Management: Manage budgets and bookkeeping (accounts payables, receivables).
  • Facilities Management: Manage office space and facilities, deal with contracts with suppliers and insurance companies, adhere to health and safety policies, order stationery and furniture.
  • Customer Support: Provide support for customers that have managed access, including building jobs, changes in controls, and continued customer support.
  • Access Setup: Set up jobs for managed access customers.
  • Client Troubleshooting: Provide troubleshooting and client support for clients with contracted services.
  • Tech Scheduling: Schedule technicians for assignments.
  • Database Management: Manage and update current databases for clients.

5. Customer Services Coordinator Accountabilities

  • Goods Booking: Book in goods for repair and return to customer via internal system, producing a report documenting the quality inspection and taking appropriate action in terms of providing credit or returning the item to the client.
  • Service Coverage: Provide holiday and sickness cover across all customer service functions.
  • Transaction Records: Maintain clear and accurate records of customer transactions.
  • Refund Processing: Process the paperwork for refunds for card payments.
  • Performance Reporting: Recognize and report failings in skills, equipment, or procedures.
  • Workplace Maintenance: Maintain a clean, safe working environment and uphold good housekeeping standards.
  • Relationship Maintenance: Maintain good communications and relationships with customers, distributors, and throughout the company.
  • Compliance Assurance: Ensure compliance with company procedures and make suggestions for improvement.
  • Customer Service: Provide excellent customer service at all times in a professional manner.

6. Coordinator Customer Service Functions

  • Schedule Updates: Update master schedule of jobs daily.
  • Sample Tracking: Track press samples and mock-ups.
  • Inventory and Records Management: Manage customer inventory, sales backlogs, invoices, along with other administrative records.
  • Project Support: Partner with Project Managers to assist with any requests relating to customer accounts.
  • Inquiry Response: Respond to Business Development Manager inquiries.
  • Customer Inquiry Handling: Respond to customer inquiries by telephone or email to provide non-technical problem resolution.
  • Problem Resolution: Resolve routine and basic problems and communicate solutions or requested information to the customer.
  • Office Administration: Perform other miscellaneous office administration functions as assigned.
  • Customer Information: Inform customers about order status, invoices, contract balances, and other moderately complex information as needed.
  • Forecast Management: Maintain tools, systems, and relationships that support accurate customer demand forecasts.
  • Shipment Scheduling: Schedule and track the shipment to the customer's facilities.

7. Customer Service Coordinator I Job Description

  • SAP Order Processing: Enter and process customer spares PO’s in SAP for small customers/airlines.
  • SAP Order Tracking: Manage and track all open orders in SAP until each customer PO is completed and closed.
  • Customer Interaction: Regular interaction with customers via email and phone.
  • Delivery Assurance: Ensure consistent on-time delivery performance of spare parts per customer requirements meeting all RECARO’s standard quality requirements.
  • Team Communication: Communicate effectively and regularly with other Spares Coordinators and the Spares Operations Team to coordinate shipping schedule on due orders.
  • Interdepartmental Coordination: Coordinate with other departments like Quality, Logistics, and Purchasing to ensure that material flow is constant.
  • Customer Visitation: Occasional customer visits in coordination with the responsible Technical Support Program Manager.
  • Catalog Maintenance: Maintain Spares Master Catalog constantly and issue customer specific Spares Catalog once a year in coordination with the Spares Administration Supervisor.
  • Policy Adherence: Follow company guidelines and safety policies.

8. Customer Service Coordinator Overview

  • Customer Communication: Ensures that all customer needs are communicated to plant management for action.
  • Stakeholder Coordination: Communicates regularly with the Director of Operations, Production Manager, and Plant Manager to ensure a thorough understanding of all needs and priorities.
  • Schedule Publishing: Publishes a schedule for satisfying customer needs regularly, in concert with plant management.
  • Document Availability: Ensures the most current forms and applicable published guidance are available for administrative use.
  • ERP Management: Manages ERP in areas such as sales orders, scheduling of work orders for production, shipping documentation, and receiving purchase orders.
  • Interfunctional Liaison: Liaises and attends meetings with other company functions necessary to perform duties.
  • Professional Development: Attends training to develop relevant knowledge and skills.
  • Import Coordination: Liaises with the internal branch for the import of cargo movement.
  • Job Initiation: Initiates reference numbers and prepares job files.
  • Data Management: Records, inputs, and updates shipping data.
  • Order Preparation: Prepares daily delivery orders and brochures for customers.
  • Administrative Support: Assists in ad-hoc shipping/admin matters.

9. Customer Service Coordinator Details and Accountabilities

  • Front Desk Management: Operate the day-to-day front desk reception area.
  • Property Management Assistance: Assist with the ongoing property management of student apartments.
  • Room Inspections: Conduct room inspections and provide general administration support.
  • Resident Support: Assist residents with enquiries related to their residency, studies, general needs, and overall well-being.
  • Facilities Liaison: Liaise with third parties regarding building facilities management including maintenance, contract cleaners, security, etc.
  • Emergency Response: Be an active member of the emergency response team during shift times.
  • Project Implementation: Initiate and implement projects to maximize efficient work practices and optimize team performance.
  • KPI Management: Ensure KPI gaps are identified, action plans are developed, and resources are properly allocated.
  • Stakeholder Communication: Proactively communicate with key stakeholders regarding any known anticipated delays or inventory issues.
  • Process Improvement: Research and improve upon team deliverables to reduce any reactive approaches to a minimum.
  • Team Development: Develop the team to solve day-to-day issues and reach short and long-term performance goals.

10. Customer Services Coordinator Tasks

  • Distributor Support: Deliver a high standard of service to distributors, providing troubleshooting advice on all issues and resolving all technical queries.
  • Sales Order Ownership: Complete ownership of the sales order process.
  • Sales Liaison: Liaise with all Perrin and Rowe Sales representatives.
  • Email Management: Deal with and respond to emails sent to all customer service inboxes.
  • Complaint Resolution: Respond to all customer complaints and find resolution every time.
  • Complaint Recording: Record customer/consumer complaints, recognize and report trends, and report any quality issues to the Customer Service Manager.
  • Order Processing: Carry out order processing for products and spares, as requested by end users.
  • Outbound Communication: Make outbound calls for filter replacements and be responsible for the upkeep of registrations and database.
  • Returns Processing: Process requests for the return of faulty product, ensuring all relevant procedures are followed.
  • Returns Management: Chase clients for returns of items that have been on the returns system for more than 90 days and close when appropriate to maintain the correct information on the returns system.

11. Customer Service Coordinator Roles

  • Customer Contact: Act as the main point of contact for customer enquiries and orders.
  • Order Management: Enter product orders, including changes to existing orders, issue Customer Alerts, record Lost Orders, and send order confirmations.
  • Order Validation: Validate the accuracy of entered orders.
  • Communication: Accurately communicate price quotations, product availability, product information, and delivery schedules in a timely manner.
  • Department Liaison: Liaise with other departments as and when necessary to effectively process orders and satisfy customer requirements.
  • Problem Resolution: Resolve problems, document, and respond to customer complaints.
  • Complaint Follow-Up: Follow up complaints to ensure that customer expectations are satisfied.
  • Opportunity Recording: Record new business opportunities using the Contact Relational Management Database.
  • Query Handling: Follow, deal with, or route appropriately any queries received.
  • Compliance Management: Ensure that the correct documentation and permissions are obtained for imports and exports in a timely manner.
  • Service Quality Development: Maintain and develop the quality of services offered to customers.

12. Customer Service Coordinator I Additional Details

  • Order Processing: Receives purchase orders for controller repairs and processes them into a computerized operating system.
  • Information Provision: Provides accurate and timely information to the customer, distributor personnel, controller repair personnel, and internal personnel regarding controller repair status, costs, and warranty information.
  • Inventory Tracking: Uses a computerized operating system to track controller inventory and service repair status.
  • Invoicing Preparation: Gathers information and prepares records to complete the invoicing process.
  • Repair Documentation: Accesses customer repair loop to include equipment problems, part number, and serial number for future reference.
  • Credit Handling: Prepares credit memorandums.
  • Transaction Posting: Posts transactions to computer files.
  • Warranty Validation: Provides validation information to order services and finance on warranty claim information.
  • Customer Follow-Up: Provides documentation and follows up with customers on core return status.

13. Customer Service Coordinator Essential Functions

  • Client Communication: Answer calls and emails from clients.
  • Relationship Building: Build strong relationships with key contacts in some of the largest clients within the business.
  • Client Liaison: Liaise with clients on a regular basis regarding their projects, installations, and ongoing contracts.
  • Request Management: Manage requests on clients' behalf, working with colleagues across the business to ensure clients are kept up to date and receive excellent service.
  • Client Understanding: Work closely with the Director to gain an understanding of clients, their requirements, and manage them long term.
  • Enquiry Handling: Answer all customer enquiries promptly, professionally, and in line with company procedures.
  • Service Improvement: Work with the customer service team to proactively establish efficiencies and to drive excellence.
  • Report Assistance: Assist with the preparation of reports as requested by the Customer Service Supervisor.
  • Procedure Adherence: Adhere to relevant procedures, work instructions, and policies.
  • Goal Achievement: Actively strive to exceed departmental goals and objectives.
  • Query Escalation: Ensure timely escalation of customer queries and complaints

14. Customer Service Coordinator Role Purpose

  • Customer Relationship Building: Build relationships with key customers and utilize that relationship to manage requests from the customer for mutual benefit.
  • Customer Contact Management: Manage all customer contact with professionalism and efficiency in line with agreed company standards.
  • Order Processing: Process all internal and external orders (telephone/Email/fax/EDI).
  • Query Resolution: Process, investigate, and resolve customer queries by liaising with different departments and internal records.
  • Error Resolution: Identify and resolve the root cause of errors to prevent reoccurrence.
  • Report Follow-Up: Run and follow up on various reports to ensure that the order to payment process is fulfilled.
  • Order Accuracy: Process all orders efficiently, accurately, and in line with policies and procedures, and advise customers of any changes or impacts on their expectations.
  • Sales Support: Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
  • Documentation Delivery: Facilitate timely preparation and delivery of all required documentation.
  • Project Coordination: Work with the project coordinator to track and schedule the execution of projects.
  • Supplier Payments: Place and submit payments for orders from suppliers.
  • Proactive Management: Maintain a proactive management style to anticipate and minimize or prevent potential problems or conflicts.

15. Customer Services Coordinator General Responsibilities

  • Account Management: Manage the day-to-day running of client user accounts.
  • Customer Communication: Speak to existing customers daily, ensuring they are receiving the best service.
  • Site Utilization: Ensure clients are utilizing the site effectively and achieving the best results.
  • Query Resolution: Resolve any queries customers may have regarding the product.
  • Customer Advisory: Advise customers on how to improve their experience.
  • Complaint Handling: Confidently and effectively deal with complaints.
  • Client Relationship Development: Work closely with the Sales team to develop client relationships and retention.
  • Client Training: Attend client visits and conduct onsite training sessions.
  • Call Management: Assist and manage incoming calls from service users, family, healthcare professionals, and colleagues.
  • Engineer Scheduling: Coordinate scheduling of engineers for installations and maintenance.
  • Appointment Scheduling: Schedule appointments and chase orders/suppliers.
  • Administrative Support: Perform general administration, including processing high volumes of paperwork/documentation.
  • System Maintenance: Update and maintain company systems and necessary spreadsheets.
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