Customer Support Coordinator

$47,840 - $54,080/Yr

Graber Manufacturing - Waunakee, WI

Full-time - Entry Level

Waunakee, WI

Furniture and Related Product Manufacturing

About the position

The Customer Support Coordinator at Graber Manufacturing, Inc. is responsible for providing exceptional customer service as the primary point of contact for customers post-order placement. This role emphasizes strong time management, initiative, and attention to detail while handling various customer interactions, ensuring a smooth and efficient process from order entry to delivery.

Responsibilities

• Answer inbound phone calls and emails, routing inquiries to the appropriate department or personnel.
• Respond promptly to customer inquiries regarding products, orders, and services via phone, email, or web traffic.
• Accurately enter customer orders into the business management system.
• Provide customers with detailed order status updates, including shipping and freight tracking information.
• Monitor the progress of orders in collaboration with key production staff to ensure timely delivery.
• Provide freight quotes, book freight shipments, and gather essential shipping information and documents for customers.
• Maintain records of customer interactions, including inquiries, complaints, comments, and actions taken.
• Assist with managing warranty claims, returns, and other customer concerns, working closely with the Customer Support Manager.
• Support the Customer Success Manager with various customer service tasks as needed.

Requirements

• Familiarity with manufacturing processes or environments is preferred but not required.
• Proficient in Microsoft Office, Outlook, and web-based applications.
• Familiarity with order entry and customer management software (HubSpot and Sage100 a plus!).
• Basic understanding of accounting practices and experience in customer service.
• Strong verbal and written communication skills with a professional and articulate manner.
• Ability to handle multiple tasks and prioritize conflicting deadlines in a fast-paced environment.
• Team player with a collaborative approach.