Customer Service Engagement Coordinator

Home Goods, a leader in manufacturing, seeks a Customer Service Engagement Coordinator to support clients using its industrial tools. In this role, you will manage customer inquiries, coordinate order updates, and ensure timely resolution of issues by collaborating with operations and engineering teams. You'll maintain detailed CRM records, analyze engagement trends, and help design service improvements. Ideal candidates bring strong communication, organizational skills, and experience in customer-facing roles.

Join a collaborative culture that promotes growth, continuous learning, and process innovation.

Responsibilities

• Serve as primary point of contact for customer inquiries related to industrial tools and manufacturing products
• Coordinate order status updates, product information, and issue resolution across internal teams
• Track customer engagement metrics and prepare reports to improve service quality
• Maintain CRM records, ensuring accurate documentation of interactions and follow-ups
• Collaborate with sales, operations, and engineering to address customer needs and feedback
• Support implementation of customer engagement programs, surveys, and retention initiatives
• Assist in creating and updating customer service procedures and knowledge base content
• Escalate complex technical or service issues to appropriate departments and ensure timely resolution

Required Skills

• Customer relationship management (CRM)
• Order management
• Customer support ticketing systems
• Data entry and documentation
• Manufacturing or industrial product knowledge
• MS Office (Excel, Word, Outlook)
• Customer engagement metrics reporting
• Process improvement documentation
• Cross-functional coordination
• Customer satisfaction surveys