Customer Service Coordinator - Merchandise (Indianapolis, IN)
BASIC FUNCTION: Spearhead USATF's effort to exceed expectations in the areas of customer satisfaction by providing professional, high level customer service to customers.
DUTIES AND RESPONSIBILITIES:
Interacting with customers, providing information in answer to inquires about products, accounts and services.
Taking service inquiry calls from customers or clients and coordinating with the appropriate USATF department to address questions and find solutions.
Answering the questions of customers regarding USATF's products or services and its operation or maintenance.
Handling and resolving customer complaints, or special orders across all communication channels including mail, email, phone, social media and in person (when applicable).
Receiving and processing manual orders, providing information concerning changes, pricing in service and shipping.
Investigating and correcting errors, following and updating company and customer records.
Interviwing customers to acquire information and explaining available services.
Addressing complaints concerning services or billing rendered and assisting Finance Department with adjustments as needed.
Referring complaints of service or product failure or errors to appropriate personnel for investigation.
Procatively communicating solutions, successes and opportunities to the Director of Retail and Marketing Operations.
Proactively conferring with customers throughout process to keep them informed of status of inquiry, to solicit and resolve inquiries and complaints, to obtain approval of materials needed to ensure customer satisfaction is reached.
Proactively determine any supplies, materials and equipment needed for successful customer service operations and seeking approval from appropriate personnel to obtain the equipment.
Monitors progress of job order througout production, confers with establishment personnel, orders supplies, contract services with outside vendors, and alters production schedule and job order to expedite timely processing of job in accordance with customer's requirements and company standards.
Assist in developing customer service standards, policies and procedures for USATF.
Evalutate current customer service logs and reporting procedures and proactively identify opportunities to improve service and organizational efficiencies.
Proactively communicate recommendations for improvement to appropriate personnel.
Proactively seek education on all departments and programs within USATF in order to better address all issues and provide answers or route inquiries to the correct departments to ensure seamless customer service.
Provide weekly reports to Director of Retail and Marketing on customer service status positive and negative issues.
Travel to events to provide face to face customer service as needed.
Other duties as assigned.
Excellent interpersonal skills, phone etiquette and manners.
4+ years experience providing customer service in a retail environment.
Calmness under pressure and proven ability to diffuse situations.
Maintain records in timely and accurate manner.
Good decision making, communication and IT skills.
Interest in helping and working with customers.
Should have sound practical judgement of priorities.
Familiar with Microsoft office suite.
Excellent interpersonal skills.
Strong grasp of English language and grammer required - Bilingual is a plus.
Bachelor's Degree in a related field
Be able to lift 20+ lbs. Able to stand for long periods of time and walk distances at events.
Weekend and evening work; national travel required.