Customer Care Coordinator

Job Title: Customer Care Coordinator

Department: Customer Manager

Reports To: Accounting Manager

Solstice Sleep Products is committed to being the leading provider of quality mattresses at exceptional value. A platform has been created to manufacture the highest quality product while delivering an uncompromising benchmark of service that consistently exceeds our customers' expectations. Our team has decades of the experience it takes to develop the highest value product in the industry.

Solstice Sleep Products works with the leading suppliers in the industry to develop an extensive portfolio of brands that delivers exceptional mattress values for hundreds of dollars less than leading national advertised brands. Through research and development, we have incorporated premium components into our mattresses including individually wrapped coils, ultra-premium visco-elastic memory foam (Gel foam), advanced traditional wire-tied spring systems, and natural latex.

We are a U.S. based manufacturer committed to delivering sleep products with the highest standards and warranties. This truly is the recipe for the perfect night's sleep.

Job Description and Responsibilities

Our growing organization seeks an experienced Customer Care Coordinator. We're looking for an ambitious, driven, self-starter who can quickly absorb and retain product knowledge within the mattress industry.

The Customer Care Coordinator is responsible for providing effective customer serve as a key contributor to the company by supporting the plant operations and sales teams.

Key Responsibilities

• Ensure accurate and on-time data-entry of retail, hospitality, and employee customer orders
• Provide outstanding customer service to improve customer satisfaction and relationships
• Track issues, errors, and returns to ensure all are completely closed and/or resolved
• Work with Customer Care Manager to develop and deliver effective communication and partnership between plant operations, customers, sales, accounting and finance
• Monitor producto order shipment to ensure on-time delivery to customers
• Alert customers on shipping and flow issues in advance
• Notify customers of aging account status via email or phone call
• Handle and resolve customer complaints/inquiries via mail or phone in a timely manner
• Serve front office receptionist, back up for lockbox posting as well as ACH/CC reporting and processing
• Resolving short payments with credit
• Research payment and invoice discrepancies
• All other duties as assigned by management

Position Requirements

• A self-motivated individual seeking a career position with an industry leader
• Two years of customer service or administrative experience
• Proficient working knowledge of Microsoft Office Suites
• Excellent verbal and written communication skills
• Bachelor's Degree in Business, preferred

Skills and Qualifications

• Must be a team player
• Strong analytical abilities and communication skills
• Excellent interpersonal and organizational skills
• Ability to multitask, prioritize and manage time effectively
• Ability to analyze information to make decisions and influence results

Minimum Hiring Requirements

• Must be authorized to work in the U.S. without company sponsorship
• Must be at least 18 years of age

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift at least 15 pounds at a time

Work Hours

Administrative hours are Monday through Friday 8am-4:30pm