Job Vacancy for Customer Support Coordinator at RICOCHET MANUFACTURING in Philadelphia, PA

• Competitive salary
• Health insurance
• Paid time off

Benefits/Perks

• Competitive Compensation
• Paid Time Off
• Career Growth Opportunities

Job Summary

We’re looking for a Customer Support Coordinator to join our team and be an integral part of our customers’ journey. In this role, you will communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure. This is not a call center position. While talking with customers is necessary, much of the work is processing detailed Excel-base order forms and exchanging emails with customers.

Reporting directly to our Customer Service Manager, you will be responsible for reviewing all details on customer orders to smoothly transition then into our production process. This role entails engaging in daily conversations – whether face-to-face, over the phone or via email – with internal and external customers to verify product specifications and record all order details. Strong communication skills with attention to detail and the ability to work independently are essential. Candidates must be comfortable working both independently and as part of a team, with a proven ability to thrive in either setting

Responsibilities

• Process and manage incoming orders with precision for protective clothing from customers using Excel, Word, Inventory system and cutting machine software.
• Learn all product lines to review order specifications to ensure compliance with product configurations and customer requirements.
• Prepare orders for collaboration with purchasing, design, finance, and production to ensure smooth order fulfillment.
• Create production identifier documents; garment labels using specialized software and printer; and prepare shipping labels and order tracking through UPS
• Maintain accurate records of customer interactions and transactions.
• Communicate with customers via email regarding order status, changes and timelines.
• Routinely send dealer invoices, verifying pricing and information.
• Address warranty issues and customer returns via return material authorization process with the ability to lift 20-30lbs periodically to move garments.
• Follow, update, and maintain procedures when applicable.
• Support periodic physical inventories, counting components for protective clothing.
• Other duties as assigned

Qualifications

• Associate’s degree; or equivalent combination of experience, education, and training.
• 2+ years of experience in customer service working with a technical product with detailed specifications, order processing and administrative support.
• Proficiency in Microsoft Excel – comfortable with moving data, formulas, and conditional formatting (test will be required)
• Strong written communication skills and analytical skills with attention to detail.
• Ability to work independently and manage multiple priority projects with strict deadlines.
• Experience working in Microsoft Outlook – managing a shared mailbox.