Customer Experience Coordinator

Georgetown, TX (On-site) | Full-Time | $23 - $24/Hourly

Austin Cutlery & Tool is part of a fast-growing, privately held portfolio of premium culinary and food service brands, including Cangshan Cutlery and New Star Food service. Headquartered in Georgetown, Texas, we deliver high-quality products and trusted solutions worldwide. Our culture is built on collaboration, respect, excellence, accountability, and trust.

We’re seeking a Customer Experience Coordinator to join our growing team. You will serve as the primary point of contact for customer inquiries and warranty program administration while also supporting day‑to‑day office operations ensuring accurate order processing, timely fulfillment, and a seamless customer experience while maintaining an organized, professional workplace for customers, visitors, and team members alike.

This role is ideal for a detail‑oriented, service‑driven professional who thrives in a fast‑paced environment and enjoys working with systems, processes, and cross‑functional teams.

• Enter customer orders, process returns, and maintain accurate data within our ERP system.
• Respond to customer inquiries promptly with accurate product information and a customer‑first mindset.
• Process and track RMAs, credit memos, and warranty claims, ensuring accurate documentation and timely resolution.
• Administrative Support: greet and welcome guests in a professional and friendly manner, determine the purpose of their visit, and direct them appropriately.
• Answer and route incoming phone calls and central emails to the appropriate team members.
• Receive and distribute mail, packages, and product samples across the office.
• Support onboarding activities for new hires with workspace readiness and assist with planning and coordinating office events.

• High school diploma or equivalent.
• 2+ years of customer service, administrative, or related office experience.
• Strong written and verbal communication skills, excellent interpersonal skills, and a customer‑first mindset.
• Comfort working with basic administrative procedures, systems, and Microsoft Office Suite.
• Proven problem‑solving and decision‑making skills with the ability to manage multiple priorities in a fast‑paced environment.

• Prior experience working within an ERP system (SAP S/4
  
  HANA is a big plus).
• A background or comfort working in a hybrid office/warehouse environment.
• 401(k) with company matching
• Medical, Dental & Vision (employer contribution up to $650/mo)
• Paid Vacation + 10 Paid Holidays
• HSA, Employee Assistance Program (EAP)
• Life, Dependent Life, AD&D, and Disability insurance options
• Annual discretionary bonus based on individual and company performance
• Paid training and development opportunities