Customer Care Coordinator

Winter Park, Florida


The Customer Care Coordinator is responsible for handling all communication with our online customers thoughtfully and efficiently, while building and strengthening the overall customer experience. This position reports directly to the Customer Care Manager as part of the Sales team.
  • Manage all inquiries, questions, and comments received online and over phone by organizing and responding to each customer accordingly
  • Utilize software tools such as Zendesk, SAP Business One, ShipStation and online payment processors on a regular basis to provide fantastic customer service for orders placed, refunds and/or exchanges issued, and other various customer service needs
  • Monitor and respond to customer messages and comments across all social media platforms using Sprout Social
  • Communicate with Third-Party vendors regarding customer orders and/or issues
  • Identify and resolve missed opportunities to better serve the customer and present solutions to mitigate bad experiences from reoccurring
  • Have a strong grasp and understanding of all Rifle Paper Co. products so questions and advice on items can be answered correctly and accurately
  • Work with the Fulfillment Department for inquiries regarding online shipments and ensure communication from the brand is provided in a timely fashion
  • Work with Merchandising and Product Development teams to collect and distribute customer feedback as it pertains to products
  • Employ the use of personal notes to customers, discount codes, and other opportunities to elevate the customer experience
  • Forward incoming email inquiries and phone calls to applicable departments as needed
  • Contribute to weekly team meetings by discussing previous week’s sales, customer experiences, product issues, and establish new steps and processes to take care of customers as needed
  • Demonstrate a positive attitude that contributes to a positive team environment. Team oriented but also self-driven with entrepreneurial spirit
Skills & Requirements
  • Bachelor degree preferred
  • Excellent verbal and written communication with strong command of English language
  • Low ego, high energy, can-do and committed to excellence and high standards
  • Experience working in Zendesk and SAP Business One a plus
  • Ability to work with cross functional groups
  • Strong listening and comprehension skills
  • Comfortable working in a Mac and PC environment simultaneously
  • Must be organized and proactive
  • Strategic thinking combined with “on-your-feet” thinking
  • Communicate with the professional tone and demeanor Rifle Paper Co. is known for
  • Willing and able to work well and efficiently in a continually fast-paced environment
  • Experience with Microsoft Word and Excel a plus

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