Customer Service Coordinator at By The Yard Inc – 55352, Minnesota

Location: Jordan, MN

Job Type: Full-time

Reports to: Plant Operations Manager

Schedule: Monday - Friday, 8:30am - 5pm

Compensation: $22.00 - $24.00/hour, depending on experience and qualifications

Benefits: Medical insurance, Dental insurance, Vision insurance, Company paid Life insurance and Long-term disability, Short-term disability insurance, 401k with company match, Profit sharing, Voluntary Accident, Critical Illness, and Hospital Indemnity insurance, Paid Time Off

Family-owned and operated since 1995, By the Yard proudly manufactures maintenance-free outdoor furniture and accessories for families and businesses throughout the United States. From the factory to the showroom, we infuse our operations with eco-consciousness. Our furniture has been made from recycled milk jugs since day one, and we continue to focus on green initiatives to build better furniture and a better future. Check us out!

The Customer Service Coordinator is responsible for meeting the needs of all incoming customer issues in a professional, efficient, and timely manner.

Essential Responsibilities:

• Handles all incoming customer calls and emails regarding any physical problems or damage to the furniture during the sales process as well as through the warranty period. This includes regular customers as well as dealers and commercial clients. Tracks and follows up on all issues to see beyond the immediate problem to uncover wider implications.
• Develops cases within ERP system and updates system regularly with progress on claim.
• Creates sales orders when applicable for service and pick up of furniture. Procures parts and/or materials for service sales orders as needed.
• Facilitates RMA orders as required. Analyzes complex problems and delivers solutions where precedent may not exist.
• Communicates as necessary, monitors, and follows up on vendor responsibility for damages or issues.
• Tracks all customer service issues to evaluate most common problems and reports information to management.
• Provides service or repair quotes to customers with the assistance of the supervisor or manager.
• Establish and maintain a customer satisfaction follow up and call back procedure and provide management with appropriate feedback. May assist with customer satisfaction surveys.
• Generate new and innovative solutions to complex problems.
• Works with Production and New Product Development to correct any design or manufacturing issues. Works to prevent future occurrences.
• Makes recommendations on trends and patterns in warranty claims.
• Performs other duties and responsibilities as requested or required.

While these areas are the primary focus of this position, we believe strongly in teamwork and team members will be called upon to perform a variety of duties as a part of their role with By the Yard.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Minimum Qualifications:

• Minimum of three years of previous customer experience required.
• Exceptional telephone and personal customer service skills and ability to work under pressure.
• Strong organizational skills and the ability to handle multiple projects simultaneously.
• Excellent attention to detail.
• Excellent verbal, written, and interpersonal communication skills.
• Strong flexibility to adapt to changing priorities and direction in a dynamic work environment .
• Ability to learn ERP computer program.
• Basic Microsoft Outlook, Excel, and Word skills.

Preferred Qualifications:

• Previous experience in manufacturing industry environment.

Physical and Mental Demands:

While performing the duties of this job, the employee is frequently required to sit, talk, or hear, and use hands to handle, or touch objects or controls. The employee is required to stand and walk. On occasion you will be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

This role is not eligible for visa sponsorship.