Customer Care Coordinator

3734BR

Customer Service

Regular

Job Description

SUMMARY
The Customer Care Coordinator is responsible for supporting internal and external customers by providing information on product availability, opening order entry and status, pricing, electronic data interface troubleshooting, website maintenance, department report stats and switchboard back-up. This position is also responsible for entering adjustment requests, returns, order guides, web maintenance flags and orders into the SAP computer system.

ESSENTIAL DUTIES
* Handle requirements for National Account customers, specifically consolidating small resupply and/or new program orders to ship stock & non-stock (C orders) 100% complete on a single delivery.
* Responsible for the coordination, processing and communication of opening orders and consolidated orders.
* Monitor the fill-rate of each project and coordinate the order release and drops with Operations.
* Escalate issues and/or concerns to National Account Support as needed to determine next steps, Handle Off-Line Order Entry exceptions.
* Answer inbound calls and provides complete customer resolution.
* Troubleshoot and resolve internal and external customer issues by: phone, e-mail or EDI interfaces.
* Process all paperwork and computer entries relating to adjustments, price changes and returns.
* Communicate with internal and external customers on the status of return pickups, sales orders, complaints, adjustments, and credits.
* Furnish referenced product information, circulars, or catalogs to existing and prospective accounts as requested.
* Utilize don.com and act as second level don.com customer support/trainer
* Generate daily, weekly, and monthly departmental reports.
* Perform other duties as assigned.

External Qualifications

Required: High School Diploma or GED, plus 2 years of experience in a call center and prior experience in an administrative role; or Bachelor's or equivalent combination of experience. Strong computer, prioritization, problem solving and communication skills. Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures and high Level of proficiency with Microsoft Excel and Word.

Preferred: SAP experience and expert level of proficiency with Microsoft Excel and Word. Bilingual (Mandarin, Spanish) a plus.

City

Woodridge

State/Province

Illinois

Zip Code

60517

FLSA

Non-Exempt

Company Overview

Owned and operated by the Don family since 1921, Edward Don & Company is the world's leading distributor of foodservice equipment and supplies. Our knowledgeable sales representatives, unmatched product selection nationwide distribution centers, and integration of new technology make us the chosen supplier to all types of foodservice businesses including independent restaurants, national chains, health care, hospitality, country clubs, schools and universities, government institutions, and foodservice management.

Edward Don & Company offers a comprehensive benefit plan which includes medical, dental and vision benefits; 401(k); paid vacation, personal/sick days and holidays; job training and development; life insurance; employee assistance program; flexible spending accounts; merchandise discounts and much more. EOE disability/veteran.