Customer Operations Coordinator

Job Description

Job Description

Job Overview:
Aventis Systems has an excellent and exciting opportunity for an Customer Operations Coordinator to join ourteam at our Marietta location. The Customer Operations Coordinator position will be responsible for 60% Operations (invoicing, pulling parts, managing returns) and 30% Customer Service and Administration at Aventis Systems. The ideal candidate will be responsible for invoicing and pulling parts to fulfill the Companys eCommerce orders along with daily shipping activities. In addition, the ideal candidate will also be responsible for answering inbound customer service calls, customer messages on eCommerce platforms, and responding to tickets.

The Coordinator will thrive in a fast-paced environment. They must also be detail oriented and comfortable focusing on high volume, repetitive work that may change quickly. The ideal candidate will be someone who puts in time and effort into both the operations and the customer service sides of this role.

* This is not a remote position. The schedule will be Monday through Friday from 9am to 6pm, and rotating Saturdays from 8am to 5pm (with a swap day off for Saturday).

This position reports directly to the Operations Team Lead.

Core Accountabilities:

1. Invoicing/Printing Labels
2. Order Fulfillment (Pulling Parts)
3. Shipping
4. Customer Support
5. Administration
6. Returns
7. Other tasks and projects as assigned

Invoicing/Printing Labels

• Invoice orders from all eCommerce channels
• Proactively detect data entry errors and maintain data integrity across Company systems
• Print shipping labels
• Enter tracking information into appropriate systems

Order Fulfillment (Pulling Parts)

• Pull correct parts for shipping per invoice instructions

Shipping

• Daily shipping of technician and services orders
• Correctly match labels to orders/boxes
• Print additional labels for multi-box shipments

Customer Support

• Answer inbound phone calls from the Customer Service line
• Monitor and respond to customer messages across all eCommerce platforms (Amazon, Newegg, Walmart, eBay, and company website)
• Investigate, answer and close tickets from the internal ticketing system
• Greet walk-in customers and ensure their purchase or pick-up experience is positive and seamless
• Quickly respond to order status inquiries via appropriate channels (email, chat, Slack, third party messaging platforms)
• Work to resolve and prevent customer service issues and complaints
• Work on Autotask tickets and resolve them in a timely manner

Administration

• Take inventory of commonly sold items several times weekly on a daily basis.
• Assist with light receiving work
• Clean and maintain an orderly operations workspace
• Maintain current knowledge of products and services
• Attend ongoing product and job training including seminars, workshops, conferences, etc.
• Participate in Company or departmental meetings and projects, as requested
• Provide support for additional tasks as requested by management
• Process returns and reshipments

Returns

• Investigate the reason for returned products, initiate an inspection, and finalize the return process

Required Qualifications & Skills:

• Associates or Bachelors degree (degree in progress acceptable) or equivalent experience
• Experience with high volume invoicing, as well as experience with order entry systems such as QuickBooks
• Experience with shipping and receiving and major carriers
• Upbeat and positive attitude
• Ability to perform repetitive work
• Ability to pay attention to the smallest of details
• Not easily flustered by the volume, pace or change
• Ability to keep composure in stressful situations
• Ability to work independently
• Ability to exhibit accurate and detailed knowledge of Companys products and services
• Ability to lift 40 pounds unassisted
• Valid driver's license and a clean driving record

Work Environment:

• Competitive salary, as well as employer, contributed health benefits
• Unlimited paid time off
• Marietta, GA office location
• Access to a Company cell phone plan
• A seat on an energetic team that collaborates and pushes each other to be better
• A fast-paced but cooperative environment with endless potential for growth
• Celebration events for team and Company successes throughout the year