Sr. Customer Care Coordinator

Job Overview

The Senior Customer Care Coordinator plays a critical role in leading and enhancing the customer service experience. This position involves managing complex customer inquiries and ensuring that customer interactions align with the company's standards for excellence. The Senior Customer Care Coordinator is also responsible for developing strategies to improve customer satisfaction, training team members, and providing insights to upper management. This role demands strong leadership skills, experience in customer service, and the ability to manage escalated issues effectively.

Essential Duties and Responsibilities

• Manage Company webstores with live inventory and manage the order processing and customer service for those stores.
• Responsible for being primary contact for store inquiries through both Outlook, Wrike, and HubSpot
• Responsible for inbound calls for all customer service lines
• Work closely with warehouse staff to ensure that all orders are processed and are shipped in a timely manner; with the ability and comfortability to problem solve if stock issues arise.
• Partner closely with Purchasing and Sales on inventory management
• Responsible for monitoring stock availability for orders through our order management system, NetSuite
• Communicate directly with clients and provide excellent customer service.
• Performs other duties as assigned including assisting the larger team with overflow customer service on larger customers by both phone and email as required.
• Ensure program specific training materials, documentation, and resources remain current and accurate

** Senior title comes with time, experience, and a review of work

Qualifications

• Proven experience in a customer service role, with at least 3-5 years in a supervisory or senior position.
• Strong leadership and team management skills.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Proficiency in CRM software, data analysis, and Microsoft Office Suite.
• Ability to work in a fast-paced environment and manage multiple priorities.
• High level of professionalism, patience, and attention to detail.
• A bachelor’s degree in business, communications, or a related field is preferred.

Benefits:

• Complete insurance coverage – Medical, dental, vision, life insurance, flex spending accounts and disability plans with Company contributions
• Pet insurance and bring your dog to work days
• Corporate partnerships with Life Time Fitness, Bears Fit, Skechers and Tickets at Work
• Generous paid time off (vacation, sick and personal days as well as yearly floating holiday)
• 401(k) eligibility day one of employment, with a Company match after the first year of employment
• Paid maternity and paternity leave based on years of service
• Relaxed dress code
• Overture family fun – Summer BBQs, volunteer ERGs, employee vegetable garden, contests, potlucks and cookoffs
• Employee referral bonus