Customer Care Coordinator

Customer Care Coordinator

CIVCO’s success is built by passionate employees who help create innovative, life-enhancing solutions. We like to celebrate our successes and promote a positive, enjoyable work environment. If these are key values you are looking for, CIVCO is a perfect match. Challenge Yourself. Change Lives.

Customer Care Center (CCC) is a vital department of sales tomer Care Center is the frontline assistance to our customers. Customer Care Coordinator will be a part of the CCC Team that handles external customer care, internal customer care, and administrative activities pertaining to customers and orders.

This role is 100% in-office position located in our Coralville location. Regular attendance is required for the ability complete work. This role requires face-to-face interaction with team members, peers and management to complete work and provide support

• Enter orders, credits, and returns in Infor received by fax, email, and/or phone; communicating with the customer on CIVCO's ability to meet the terms of the order/return, schedule shipments, and coordinate with cross-functional groups within CIVCO to assure that orders are processed in accordance with the terms of the order/returns; probe and ask for additional orders/products.
• Take inbound calls from customers and efficiently and effectively resolve any needs the customer has.
• Resolve customer complaints by negotiating resolution of the complaint within the authority of the position and document the complaint in the appropriate report or quality system form. Arrange for product returns and processing credit memos.
• Answer incoming requests to chat via Website Chat and resolve any requests coming in through the chat function. When appropriate, send the inquiry to sales team for further upsell opportunities.
• Provide excellent internal customer service by being responsive and providing solutions to incoming requests from various departments within CIVCO.
• Create and send quotes to field sales team in a timely manner.
• Keep all product and price information up to date. Study the features and benefits of the product line so accurate information can be communicated to customers. Keeping abreast of product recalls and/or product alerts.
• Attend CIVCO internal product trainings, online courses as assigned by manger to enhance position, and voluntary off-site training as approved my management
• Other duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school degree or GED is required.
• One to three year customer service experience is preferred, but not required if you possess a positive attitude and willingness to learn.

• Positive attitude with internal motivation and willingness to adapt and learn.
• Strong teamwork and interpersonal skills
• Demonstrate empathy, patience, and active listening skills to identify needs of internal and external customers.
• Superior Customer Service and problem-solving with quick response time.
• Exceptional verbal/written communication skills
• High attention to detail and ability to monitor multiple customers.

At CIVCO, we empower our associates at all levels to grow their careers while furthering our mission to make image-guided medical procedures safer. Our core values are embodied in everything we do. They are apparent in our company culture and in the people who choose to build their careers here.

We offer a complete benefits package including company-sponsored health plans and 401k plans with company matching starting day one, lifestyle and tuition reimbursements, paid leave, and the advantages of an environment that supports your development and recognizes your achievements.

Pay for this role starts at $17 per hour and may vary based on skill and experience. This role also includes participation in a quarterly performance-based incentive plan.