Customer Experience Coordinator - Dynamic Lifecycle Innovations : Job Details

Customer Experience Coordinator

At Dynamic Lifecycle Innovations, our mission is to improve the world with innovative sustainability efforts, and empower our team members to be the best they can be. We are an industry leader in electronics life cycle management, and place a special focus on Integrity and Customer Service. Most importantly, we believe our team is our most valuable resource, and we work diligently to provide a work environment that is rewarding, engaging, and FUN! With an emphasis on personal growth and development, Dynamic is more than an employer, instead acting as a partner in the career development and life aspirations of our team. Nothing gives us more satisfaction than helping you turn your dreams into reality. Don't just take our word for it, visit Dynamic Lifecycle Innovation's Great Place to Work page to see what Team Members have to say.

Sound like a good fit for you? We may be a little biased, but we think you're going to love it here.

* Office Location: Onalaska, WI

* Position Location: Onsite

* Salary: $20.05 - $23.75 per hour

* Bonus: Company Profit Sharing

* PTO: 3 Weeks of Paid Time Off

Purpose & Summary: As a Customer Experience Coordinator at Dynamic, you will be the backbone of an exceptional customer experience by collaborating with internal stakeholders and serving as a customer advocate. You'll maintain accurate customer data, process orders, compile reports, and ensure a seamless onboarding process for new customers. While direct customer communication will be limited, you'll play a critical role in coordinating information and facilitating smooth customer interactions.

Responsibilities include:

* Respond to internal customer requests for billing, settlement data, and other reports with urgency and precision.

* Track customer SLAs and satisfaction indicators and report them to stakeholders.

* Build orders and settlements, consolidating information from internal sources to meet customer needs.

* Act as the advocate for customers, ensuring all internal parties are aligned on customer expectations.

* Support onboarding for new customers and maintain up-to-date customer information in our CRM.

* Communicate directly with small business customers and back up other members of the Customer Experience Team when necessary.

* Manage the Quality Log, documenting and following up on customer complaints.

* Ensure data integrity across ERP, CRM, and other systems.

Education & Experience:

* Required Education: Associate degree in a business-related field or equivalent experience.

* Preferred Education: Bachelor's degree in business management or related field.

* Experience: 1 year of customer service or account management experience in a professional setting.

* Preferred Experience: Experience with business-to-business customer service, and coordination with external vendors, or logistics providers.

Skills & Abilities:

* Customer Service Expertise: Proficient in handling customer requests and maintaining high service standards.

* Data Management: Experience using CRM and ERP software systems, with a keen eye for data accuracy.

* Communication: Strong verbal and written communication skills for clear and concise interactions.

* Organization & Time Management: Able to manage multiple tasks efficiently in a fast-paced environment.

* Microsoft Office Proficiency: Strong skills in Excel, Outlook, and other Office Suite tools.

* Collaboration: Effective team player with the ability to work cross-functionally with internal stakeholders.

Preferred Skills & Abilities:

* Advanced Excel Skills: Experience in creating and analyzing complex reports.

* Experience with SOPs/SLAs: Familiarity with standard operating procedures and service-level agreements.

* Logistics Coordination: Experience working with external vendors or logistics providers.

Dynamic Lifecycle Innovations strives to be an employer who stands out from the crowd, and we believe differences that make us unique should be celebrated on an individual level as well. We are proud to be an equal opportunity, affirmative action employer, and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other identifier.