Customer Service Coordinator

Job description

Who We Are: GSSI is the world leader in Ground Penetrating Radar (GPR), which helps to save lives and resources across the globe by measuring and viewing what is beyond our sight through concrete, pavement, soil, and more! We value continuous improvement, innovation, communication, team development, impact and accountability, customer orientation, and having fun while we do it all! Our outstanding work environment is the reason we were voted Best Company to Work for in New Hampshire by Business NH Magazine in 2019, 2020 & 2022. Position Summary: The Customer Service Coordinator is responsible for ensuring that the customer’s experience is smooth, accurate, enjoyable and effortless. This person is part of the team that will process customer requests involving new parts/equipment as well as coordinating repairs and help move them efficiently through the process. A strong cultural fit is important to fit well into this positive and customer focused team. Close communication with both the Sales and Service departments, as well as customers, will be essential to properly perform this position. Duties will include: entering sales orders from either quotations or purchase orders, quoting freight, verifying completeness and accuracy of all order information, issuing RMA numbers, providing clear return instructions, communicating order/RMA status, confirming payment & return shipping details, creating and forwarding shipment documents/labels and ensuring all necessary documents are recorded as required. In summary, this position plans, schedules, and coordinates the efficient distribution of GSSI product sales, service and shipments to customer locations. This is a full-time, at work position based out of GSSI’s Nashua, NH headquarters. Primary Responsibilities: Interacts with and quickly responds to customer requests, quotes, purchases, order status, etc. Daily communication with customers, via phone, email, chat and text/IM messages Ensures all order details are properly gathered and documented, including company name, address, terms, payments, quotes, delivery dates, ship method, part #/unit #, etc. Maintains customer details in the CRM database Supports other customer facing employees as needed. Generates required shipping documentation for all shipments leaving GSSI, domestic and international Works closely with the Packer / Shipper and all of Operations to coordinate shipments Process requests for equipment returns and issues RMA numbers Maintains GSSI’s Automated Export Systems (AES) account Maintains certification for class 9 dangerous goods shipping and handling (batteries) Follows up with manufacturing or inventory for open requests Perform final review of all details for accuracy and completeness prior to shipment Support projects and help implement system changes and improvements Other related duties as assigned by the Customer Service Manager Requirements: Associate’s degree preferred or equivalent experience 1-3 years’ experience in a customer service environment; order entry experience preferred Communicate in a positive and friendly manner and able to articulate precise written and verbal instructions for customers Must be a highly motivated team player with an ability to organize and prioritize multiple tasks Must have excellent phone skills to handle inbound phone calls and make outbound phone calls Must be detail oriented, accurate and have excellent follow-up and multitasking skills. Must be proficient in computer use, with strong working knowledge of Microsoft Office Software Experience with CRM is helpful Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk, hear, and use fine motor skills. The employee is frequently required to stand, walk, sit and reach. The employee is occasionally required to bend, kneel, squat, and lift. The employee must occasionally lift or carry a maximum of 25 lbs. Why You'll Love Working With Us With just over 80 employees, we have a fantastic team driven by dedication, expertise, and a passion for our products. We pride ourselves on creating an environment where people can succeed, build meaningful relationships with coworkers, and enjoy coming to work each day. We also place a strong emphasis on employee wellness, family, and work-life balance. Explore our comprehensive benefits package below. Benefits Include: Competitive salary Medical, dental, and vision coverage from day one 401(k) retirement plan with company match Flexible Spending Accounts 4 weeks of paid time off (PTO) 12 paid holidays Short and long-term disability Life insurance Employee Assistance Program (EAP) Tuition reimbursement 6 weeks paid parental leave Onsite fitness/rec room & locker rooms Company-sponsored events Outdoor trails and recreational fields within walking distance Equal Opportunity Employer GSSI is an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace. We welcome candidates from all backgrounds to apply.