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JOB PURPOSE AND IMPACT:

The Customer Service Coordinator III will process routine customer facing order management activities. In this role, you will use your general understanding of customer service practices and procedures to help execute well established customer service activities for basic and middle service level customers. You will contribute to an increased level of transparency, communication and responsiveness with the company's customers.

KEY ACCOUNTABILITIES:

• Receive and process straightforward customer orders across multiple platforms following standard procedures.
• Receive and process clerical and administrative change requests following defined policies and procedures.
• Assist customers and senior staff with order status, invoices, contract balances and other information needed to complete an order.
• Assist in processing standard document requests from customers and confirm final shipping and quality documentation and specifications to customer.
• Escalate undocumented issues that are not commonly defined or known to higher level staff.
• Proactively identify risks and opportunities, within area of scope, to improve the order management processes.
• Handle complex clerical, administrative, technical or customer support issues under minimal supervision, while escalating only the most complex issues to appropriate staff.
• Other duties as assigned

COMPENSATION:

The expected hourly rate for this position is $21.04 - $27.43 per hour. 

MINIMUM QUALIFICATIONS:

• Successfully completed the SPERO program through Wichita State University (WSU)
• Right to work in the U.S. that is not based solely on possession of a student visa or a visa sponsored by a third-party employer
• Strong written and oral communications (English)
• Ability to work optimally with individuals from a diverse set of backgrounds and cultures 
• Ability to contribute, both as part of a team and individually 
• Other minimum qualifications may apply

PREFERRED QUALIFICATIONS:

• Customer service or order management experience
• High school diploma, secondary education level or equivalent
• Minimum of four years of related work experience
• Leadership experience
• Ability to work optimally with individuals from a diverse set of backgrounds and cultures 
• Ability to contribute, both as part of a team and individually

PRIOR BENEFICIAL EXPERIENCES:

• Receiving and processing customer orders across multiple platforms following standard procedures.
• Receiving and processing change requests following defined policies and procedures.
• Assisting customers with order status, invoices, contract balances and other information needed to complete an order.

KEY BEHAVIORS:

• Builds strong customer relationships and delivers customer centric solutions.
• Holds self and others accountable to meet commitments.
• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

SKILLS AND EXPERIENCES TO BE GAINED:

• Experience processing more complex customer orders and requests.
• Experience processing complex and ad hoc document requests.
• Experience working with medium to high service level customer segments.