Customer Experience Coordinator

Customer Experience Coordinator

The Customer Experience Coordinator manages post-sale customer issues, including returns, repairs, warranty claims, and product discrepancies, serving as a shared support resource for customers and sales. The role coordinates resolution efforts across internal and external partners, ensuring timely communication, accurate case management, and proper follow-through to support positive customer outcomes.

Competencies:

Nimble Learning
- Collaboration
- Customer Focus
- Instills Trust
- Action Oriented

Demonstrates Courage
- Persuasion
- Decision Quality
- Manages Conflict
- Optimizes Work Processes

Build authentic, trusted relationships that promote collaboration, inclusion, and a culture that lives our values every day (Integrity, Dependability, Connection, Action, Growth)

Essential Responsibilities:

Post-Sale Customer Support & Service Operations

• Serve as the primary customer contact for service, repair, warranty, order, and claim inquiries by gathering required information, coordinating resources, providing updates, and ensuring timely resolution.
• Create, manage, and resolve customer cases and service tickets within the CRM system, ensuring accurate documentation, timely follow-up, and complete resolution records.
• Strive to resolve customer requests at the first point of contact while meeting established service level agreements (SLAs) and customer service expectations.
• Provide phone, email, and written support to customers, escalating issues as appropriate while maintaining ownership of customer communication and follow-through.
• Partner with internal departments, vendors, and service providers to coordinate issue resolution, repair processing, order corrections, installations, warranty activities, and customer communications.

Repair, Warranty & Operational Support

• Administer repair and service workflows by generating repair quotes, creating and managing Service Repair Orders (SROs), coordinating required payments, creating return documentation, and processing parts dispatch orders.
• Collaborate with Procurement, Accounts Receivable, warehouse, and other operational teams to ensure efficient processing of repairs, replacements, and customer requests.
• Support panel, installation, and warranty activities through troubleshooting, escalation management, logistics coordination, warranty registration, order maintenance, and issue resolution.
• Create, maintain, and update customer orders (COs), purchase orders (POs), and other service-related documentation necessary to support business operations.

Case Management & Continuous Improvement

• Maintain complete, accurate, and timely documentation of customer interactions, actions taken, findings, handoffs, and resolutions in CRM.
• Prioritize and manage assigned cases based on customer impact, business needs, and established service expectations.
• Identify opportunities to improve processes, operational efficiency, and the overall customer experience.
• Build and maintain positive working relationships with customers, vendors, business partners, and internal teams to support successful outcomes.

Minimum Skills, Abilities, and Requirements:

• High school diploma or equivalent certification such as GED or HiSET
• Experience working with repair, warranty, return, RMA, carrier-claim, or service workflows, preferred
• 4+ years of progressive experience in a customer sales support role managing resolution of customer inquiries, returns, or other related concerns
• Demonstrated analytical and problem-solving skills
• Strong data entry skills and attention to detail with ability to follow process workflows and procedures
• Strong written and verbal communication skills, with the ability to present information clearly, professionally, and persuasively to customers and internal teams
• Creative, and results-oriented mindset with the ability to collaborate with others to identify and solve issues, make proactive recommendations
• Self-directed and punctual work style, able to work within a fast-paced team environment
• Ability to manage multiple projects and/or tasks, prioritize meeting deadlines, and deliver results

Technology and Systems:

• Experience with CRM, Hub Spot preferred
• Experience with…