Customer Care Coordinator

Job Title:
Customer Care Coordinator

Department:
Admin Support

Reports To:
Credit and Customer Care Manager

FLSA Status:
Hourly, nonexempt

Solstice Sleep Products is committed to being the leading provider of quality mattresses at exceptional value. A platform has been created to manufacturer the highest quality product while delivering an uncompromising benchmark of service that consistently exceeds our customers' expectations. Our team has decades of the experience it takes to develop the highest value product in the industry.

Solstice Sleep Products works with the leading suppliers in the industry to develop an extensive portfolio of brands that delivers exceptional mattress values for hundreds of dollars less than leading national advertised brands. Through research and development, we have incorporated premium components into our mattresses including individually wrapped coils, ultra-premium visco-elastic memory foam (Gel foam), advanced traditional wire-tied spring systems, and natural latex.

We are a U.S. based manufacturer committed to delivering sleep products with the highest standards and warranties. This truly is the recipe for perfect night's sleep.

Our growing organization seeks an experienced Customer Care Coordinator. We're looking for an ambitious, driven, self-starter who can quickly absorb and retain product knowledge within the mattress industry.

The Customer Care Coordinator is responsible for providing effective customer service and serve as a key contributor to the company by supporting the plant operations and sales teams.

• Ensure accurate and on time data-entry of retail, hospitality, and employee customer orders
• Provide outstanding customer service to improve customer satisfaction and relationship
• Track issues, errors, and returns to ensure all are completely closed and/or resolved
• Work with Customer Care Manager to develop and deliver effective communication and partnership between plant operations, customers, sales, accounting, and finance
• Alert customers on shipping and flow issues in advance
• Notify customers of aging account status via email or phone call
• Maintain database of customer sales order and invoicing records
• Handle and resolve customer complaints/inquiries via e-mail or phone in a timely manner
• Serve as front office receptionist, back up for hospitality order entry
• Resolving short payments with credit
• Research payment and invoice discrepancies
• All other duties as assigned by management

• A self-motivated individual seeking a career position with an industry leader
• Two years of customer service or administrative experience
• Proficient working knowledge of Microsoft Office Suites
• Excel experience a must
• Excellent verbal and written communication skills
• Bachelor's Degree in Business, preferred

• Must be a team player
• Strong analytical abilities and communication skills
• Excellent interpersonal and organizational skills
• Ability to multitask, prioritize and manage time effectively
• Ability to analyze information to make decisions and influence results

• Must be authorized to work in the U.S. without company sponsorship
• Must be at least 18 years of age

• Project Management
  :
  Ability to bring together all aspects of a project, such as resources or planning, that are needed to complete it efficiently and in a timely manner
• Excellent communication
  :
  Can use language effectively to gather information and facilitate the exchange of ideas
• Continuous Learning
  :
  Demonstrates eagerness to acquire necessary technical knowledge, skills and judgment to accomplish a result or to serve a customer's needs effectively. Has desire and drive to acquire knowledge and skills necessary to perform the job more effectively
• Drive for results
  :
  Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence. Shows a passion for improving the delivery of services with a commitment to continuous improvement

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift at least 15 pounds at a time

Administrative hours are Monday through Friday 8am until 4:30pm

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