Delivery Customer Service Coordinator in Gardner, Massachusetts at BREAKAWAY RETAIL ENTERPRISES

Delivery Customer Service Coordinator

Pay: $25.00 - $27.00 per hour

Schedule: Tues- Saturday 8am-4pm

The Delivery Customer Service Coordinator serves as the primary point of contact for customers and delivery crews during daily delivery operations. This position is responsible for resolving delivery concerns in real time, coordinating solutions with delivery teams, communicating with internal departments, and ensuring exceptional customer service throughout the delivery experience.

This role requires strong problem-solving skills, sound judgment, excellent communication, and the ability to remain calm in a fast-paced environment while managing multiple priorities.

Essential Duties & Responsibilities of the Delivery Customer Service Coordinator:

• Answer and manage all incoming delivery-related customer calls.
• Resolve customer concerns and delivery issues while providing exceptional customer service.
• Coordinate directly with delivery crews throughout the day to troubleshoot and resolve delivery challenges in real time.
• Provide timely communication and updates to customers regarding delivery status.
• Authorize customer damage allowances within established company guidelines.
• Coordinate service requests with the Service Department when repairs are required following delivery.
• Travel to customer homes using a company vehicle to assess and resolve urgent delivery-related concerns when necessary.
• Document and communicate all delivery issues, customer concerns, property damage incidents, and resolutions to the Delivery Manager and other appropriate leadership.
• Maintain accurate records of customer interactions and delivery issues.
• Work collaboratively with the Delivery, Service, Sales, and Warehouse teams to ensure a positive customer experience.
• Maintain possession of the delivery phone during scheduled working hours and ensure it is available on-site for after-hours operational use.
• Perform other duties as assigned.

Qualifications of Delivery Customer Service Coordinator:

• High school diploma or equivalent required.
• Previous customer service experience required.
• Delivery, logistics, transportation, or appliance delivery experience is strongly preferred.
• Excellent verbal and written communication skills.
• Strong conflict resolution and problem-solving abilities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Office and the ability to learn dispatch and operating systems.
• Valid driver's license with an acceptable driving record required.

Knowledge, Skills & Abilities

• Outstanding customer service skills.
• Ability to de-escalate difficult customer situations professionally.
• Ability to make sound decisions independently while following company procedures.
• Strong teamwork and collaboration skills.
• Excellent organizational and follow-up abilities.
• Ability to communicate effectively with customers, delivery personnel, service technicians, and management.

Physical Requirements

• Ability to sit, stand, walk, bend, and use standard office equipment throughout the workday.
• Occasionally lift and/or move up to 25 pounds.
• Ability to travel locally to customer homes as needed using a company vehicle.
• Ability to work in both office and warehouse environments with varying temperatures.

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Work Location: In person