Customer Service Account Service Coordinator

Non-Exempt Position

Reports to: Assistant Customer Service Manager

About us:

Based in Alliance, OH, Coastal Pet Products, Inc. has been a family-owned American manufacturer since 1968. We are a leader in the pet industry with an unwavering commitment to innovation, safety, and quality. We design and deliver quality products that people trust for the dogs and cats they love. We are committed to being a great place to work and encourage associates to excel and grow professionally.

At Coastal Pet, we value people as the source of our strength, and we appreciate your interest in our company. If you want to join a team that works each day to live out our passion for pets, people, and progress, then please apply for this great opportunity. Coastal Pet Products, Inc. is proud to be an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Job Summary:

Responsible for all aspects of customer service and order processing for their account or territory. An ASC is the liaison between the field rep, customer, and the company. An ASC is the front-line employee dealing with our customer base through telephone communications, written correspondence, and attending Open Houses & Trade Shows. The ASC is responsible for completing the flow of communication internally (sales, production, purchasing, shipping) as well as external to the reps and customers.

Major Responsibilities:

• Process all sales orders for assigned account or territory and assist or get assistance from other ASCs when necessary to complete the order entry the same day the orders are received. Oversee the entire order entry process for accuracy, matching prices including discounts, completeness, dropship distributor purchase orders, timely shipping, and delivery to ensure timely completion.
• Assist the receptionist in handling all incoming calls for the company.
• Answer questions from potential & existing customers regarding our products and services, input phone orders or order adjustments into the computer, suggests information about other products and services when applicable.
• Communicate to sales representatives and customers necessary information to stay current with business policies, procedures, changes, new products, etc.
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
• Assist sales department during customer visits and attend open houses & trade shows within their territory when needed.
• Maintain customer records by updating account information such as compliance details & chargebacks, labeling and shipping requirements, and any specific processing procedures.
• Identify and assess customers’ needs to achieve satisfaction and build sustainable relationship of trust through open and interactive communications.

Supervisory Responsibilities: None

Qualifications:

Experience required for this position would generally be acquired through a minimum of one year or more of successful office experience working in customer service.

Skills and Qualifications would include Proven Customer Service Experience, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Active Listening, Phone Skills, Resolving Conflict, Multi-tasking with Prioritization and Effective Time Management. Minimum education required is a High School Diploma.

Competencies:

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
• Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity
• Resourcefulness – Securing and deploying resources effectively and efficiently.
• Optimizes work processes – Knowing the most effective and efficient processes to get things done with a focus on continuous improvement.

Note:

This description reflects the general details considered necessary to describe the principal functions of the job identified for the purpose of job evaluation. It should not be construed as a detailed description of all work requirements that may be inherent in the job nor shall be construed as giving exclusive title to every function described.

This is a non-exempt position. General requirements of this position include, but are not limited to, regular attendance and the willingness and ability to work more than the regularly scheduled 40-hour work week when requested by management.

Qualifications:

Experience required for this position would generally be acquired through a minimum of one year or more of successful office experience working in customer service.

Skills and Qualifications would include Proven Customer Service Experience, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Active Listening, Phone Skills, Resolving Conflict, Multi-tasking with Prioritization and Effective Time Management. Minimum education required is a High School Diploma.