Job Description

Job Overview

We are seeking a dedicated and detail-oriented Customer Support Coordinator to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support and ensuring a seamless experience. You will handle inquiries, resolve issues, and collaborate with various departments to enhance customer satisfaction. The ideal candidate will possess strong communication skills, a passion for customer service, and the ability to work in a fast-paced environment.

Responsibilities

· Answering phones in a professional manner, and routing calls as necessary to appropriate personnel while presenting a pleasant phone rapport with Mid Continent Steel & Wire customers and outside employees

· Maintaining a positive, empathetic, and professional attitude toward customers and coworkers always

· Processes incoming orders as requested

· Responding promptly to customer inquiries about order status, shipping information, credit terms, products, pricing, and availability

· Review open orders to ensure order fulfillment by lead time

· Processing and following up on customer complaints

· Updates customer database with call details such as interactions, transactions, comments, and complaints on all incoming calls

· Proactively calls current customers to review pending orders and build relationships

· Preparing weekly and monthly reports for customers as needed

· Acknowledging and conducting research to resolve customer complaints

· Responsible for ensuring that all customer complaints and RMA’s are processed, authorized, and completed in a timely manner

· Efficient and organized communication with other departments, plants, and customers via emails and phone

· Efficient and organized in excessive paperwork flow

· Create and update Excel Spreadsheet Reports as assigned

· Compliance with attendance policy

· Perform other duties and assignments as directed by Management

Requirements

· Completion of Customer Service Onboarding LinkedIn Courses (Level 2)

· Good written and verbal communication skills

· Consistent, professional dress and manner

· Basic knowledge of all Mid-Continent Steel & Wire products

· Basic knowledge of inventory management and logistics elements

· Basic understanding of Microsoft applications including Word, Excel, and Outlook 365

· Able to contribute as part of a team and work independently with supervision

· Basic understanding of internal systems

· Good organizational and time management skills

· Ability to handle office equipment (e.g., the telephone system, printer, scanner, and the fax machine)

· Problem–solving skills

· Basic administrative, clerical, and customer service skills. (6-12 months experience in a customer service, administrative role)

· Ability to read, write, and speak on a competent and professional level

· Willingness to participate in training classes given or required by the company

· Willingness to take tests to provide Management with information to be used for management and classification (tests may be written and/or oral)

· Willingness to move to other positions to keep the company running in an efficient manner

· Knowledge and adherence to confidentiality requirements

· Consistent with company policies, individuals are expected to maintain superior customer relations; be involved and committed to the quality process; be patient and willing to train and give aid to fellow employees; work in an efficient and economical manner; receive constructive criticism and praise in a business-like fashion; and be honest and maintain a positive attitude

PHYSICAL REQUIREMENTS:

• Ability to lift 30 lbs
• Ability to hear and speak distinctly on the telephone
• Ability to perform under pressure in a fast-paced environment
• This job operates within a professional office environment. While performing the duties of this job inside the office, the employee is frequently exposed to normal working conditions in an office environment with a noise level that is usually moderate to high
• Knowledge, understanding, and application of safety practices
• Willingness to submit to drug testing

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