• Customer Support Coordinator

    Job Locations US-CO-Greenwood Village
    Job ID
    2018-2270
    Category
    Administration
  • Company Overview

    Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. Our award-winning office products –seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 30 years

    Overview

    The Customer Support Coordinator (CSC) will handle day-to-day customer service tasks including answering inbound customer calls, researching and responding to customer email requests, processing product return/replacements and resolving escalated issues.

     

    The CSC will demonstrate the ability to identify trends and root causes to solve problems that ensure internal and external satisfaction with the overall Humanscale brand experience.  The CSC has strong organizational, problem solving, communication, and customer service skills.  

     

    The CSC will assure the customer concern is addressed in the best, most professional manner.  The CSC will handle requests, as described in the essential functions area, to ensure all needs are resolved both promptly and thoroughly.

     

    The CSC will remain current on all product knowledge including but not limited to configurations, functions, and warranty resolutions.   The CSC will maintain expected service level agreements for all processes.  The CSC is considered a subject matter expert for Humanscale products and process.

    Responsibilities

    • Order Processing
      • Exception order processing
      • Enter orders when required to solve escalated customer issues
    • Customer Support
    • Be available for the duration of each workday to respond to inbound customer calls
    • Assist all requestors via email, inbound and outbound telephone calls
    • Listen, clarify, develop and clearly express ideas both verbally and in writing
    • Thoroughly and efficiently gather information, access and fulfill needs, educate where applicable to prevent the need for future contacts, and document interactions
    • Demonstrate strong ownership of issues that come through email and telephone
    • Ensure that all requestors feel they are a priority
    • Identify, analyze and solve problems
    • Be resourceful and take initiative in suggesting and executing various solutions for resolution
    • Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both the customer and the company
    • Easily adjust to new and changing situations and business needs
    • Incorporate best practices to ensure efficiency across the department
    • Perform with a high level of accuracy and productivity without sacrificing quality
    • Manage time, workflow, and priorities to accomplish goals
    • Adhere to and have complete understanding for all company policies and procedures
    • Develop positive working relationships with team members at every level within the organization to foster teamwork.
    • Deescalate high priority issues and follow through to full resolution
    • SME support
      • Update SME documentation
      • Point of contact for detailed level information on Humanscale product
      • Point of contact for detailed level information on Humanscale process
      • Respond to requests and complaints
      • Provide education as needed or requested

     

    • Other duties as assigned

    Qualifications

    • A strong desire to contribute to the team effort is mandatory
    • Friendly disposition
    • Excellent attention to detail
    • Outstanding work ethic
    • Works well with others
    • Proficient with Microsoft Office Software – specifically, Outlook, Excel, Word, and Power Point
    • Highly developed sense of integrity and commitment to customer satisfaction
    • Strong decision making and analytical ability
    • Willingness to work a flexible schedule and occasional overtime when needed
    • Knowledge of customer service principles and practices
    • Candidate will have 2 years Administrative and/or Customer Service experience
    • High school diploma or equivalent

    WHAT WE OFFER:

    • Competitive Base Salary
    • Medical, Dental, and Vision Benefits
    • 401k with company matching
    • Paid-time-off (including 15 days PTO and 9 Holidays)

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