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Customer Service Coordinator Specialist

Brand:  Matthews Memorialization
Company:  Matthews International Corporation
Line of Business:  Bronze NA
Location: 

Pittsburgh, PA, US, 15226

POSITION SUMMARY

The Customer Service Coordinator Specialist is responsible for onboarding our new and win back customers, conducting a small amount of satisfaction surveys, writing and/or sending material to our customers through either email or traditional mail, and backing up the Customer Service team by performing traditional customer service duties when needed. Provides high level, professional customer service by responding to customer inquiries by telephone, email, written communication or personal contact to provide product/services information and to resolve mostly routine and some non-routine, more complex problems and requests with accuracy and efficiency. 
           

JOB RESPONSIBILITIES

  • Main duties will be the successful onboarding of new and win back customers.  The Coordinator Specialist will make sure our customer is set up in our system (SAP), followed by a “welcome” call,  which will consist of introduction, welcome to Matthews, verify contact information, discuss ordering preferences, introduce Fast Trax and eVantage.  Help customer schedule eVantage training if necessary. Coordinator Specialist will order a welcome letter and kit, and any hardcopy material.
  • Help conduct employee satisfaction surveys.  Matthews surveys a small number of customers each month to gage our customers level of satisfaction. The Coordinator Specialist will assist the VOC (Voice of the Customer) team in surveying a segment of our customer base each month.
  • Write introduction letters to customers as directed by the Customer Service Manager or Director.
  • Sends materials to customers via email or traditional mail.
  • Act as a backup to Customer Service Representatives when needed.
  • Provide a high level of customer service via telephone, email, written communication, or personal contact to resolve mostly routine problems and requests. 
  • Identify and assess customers’ service needs and refer to other service or technical departments for follow up or additional information as needed.
  • Ensure order instructions and information are submitted accurately and per customer specifications.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Additional duties as assigned.

QUALIFICATIONS / REQUIREMENTS

  • High School Diploma or GED
  • Associate Degree or equivalent from two-year college or technical school preferred.
  • 3+ years of previous customer service experience preferred, or equivalent combination of education and experience
  • Occasional travel either locally, nationally, and/or internationally may be required.
  • High degree of proficiency MS Office Suite, Outlook & Internet applications
  • Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills
  • Strong verbal and written communication skills (including analysis, interpretation, & reasoning)
  • Solid understanding and application of mathematical concepts
  • Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients
  • Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
  • Ability to work with and influence peers and senior management
  • Self-motivated with critical attention to detail, deadlines and reporting
  • Ability to work overtime as necessary.

PHYSICAL ASPECTS / WORK ENVIRONMENT

  • Regularly required to stand; walk; sit; and talk, hear and see.
  • Occasionally lift and/or move up to 10 pounds.

* Reasonable accommodations may be made to enable individuals to perform the essential functions.

ADDITIONAL RESPONSIBILITIES

ADDITIONAL QUALIFICATIONS

Matthews Memorialization is a leader in the memorialization industry who is committed to helping customers grow their businesses and helping families move from grieving to remembrance by providing products of superior craftsmanship and revenue generating programs and services. Within this industry, our Environmental Solutions is focused on the design and manufacture of advanced combustion systems. Matthews Memorialization is a (MATW) Matthews International company. 
 

http://matw.com/memorialization/   
 

Matthews International affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law.  Equal Opportunity Employer Minorities/Women/Veterans/Disabled. 

Matthews International endeavors to make our employment website and application process accessible to all users and applicants.  In doing so, Matthews International provides reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our Human Resource Team.
 


Nearest Major Market: Pittsburgh