Job Title:  Customer Operations Coordinator

Department:  Customer Success

Reports To:  Commercial Operations Program Manager, Customer Success

 

Mission:  The Customer Success team manages mutual success for the Company and its Customers, facilitating customer relationships that are profitable for the company, sustainable, and support the growth and success of our customers. The Customer Success team holds the Quiet Platforms organization accountable to performance metrics and quality of experience standards, and works proactively with Customers to optimize forecasting and shared planning. Customer Success optimizes value creation for both the Company and Customer, continuously evaluating solution performance and improvement opportunities.

 

Role:  The Customer Operations Coordinator is responsible for coordinating, monitoring, and communicating all operational projects along with managing Quiet’s Service Support platform, a ticket-based system which Quiet uses to resolve customer requests and issues. The Coordinator will drive timely project and task completion, proactively anticipating roadblocks and challenges and implementing continuous process improvements. Works closely with key cross-functional teams, most notably DC Operations and Technology, to provide “best in class” service to drive SLA and KPI adherence, profitability, and retention.

 

Duties and Responsibilities:

Own and drive the project plans for all Customer operations projects and tasks across all sites, coordinating customer and internal cross functional team members as required. Lead weekly DC Operations meetings with a proactive approach to coordinate workload and stay on track with deliverables and deadlines. Monitor Quiet’s Service Support platform; develop SOPs and ensure compliance across the organization to deliver +95% SLA for ticket closure. Provide weekly status updates and ongoing direction to report on progress, performance, roadblocks and next steps including assisting with DC workload and labor planning efforts. Root cause issues, identify trends, and clearly define and document problem statements; recommend and implement solutions for continuous improvement. Track and traffic issues arising from or with the customer relating to operational performance, ticket resolution, billing accuracy or other matters, ensuring actions are taken leading to resolution efficiently, and that communication is maintained with the Customer Success Account Manager and internal stakeholders. Submit work orders for value-add services in a clear, concise manner; build out supporting documentation and SOPs as part of continuous improvement. Communicating regularly with DC Management/Supervisory staff and discussing workload prioritization reg: PO/freight/inventory/value add projects for the upcoming weeks; providing ongoing direction and issue resolution to assist with their workload and labor planning efforts. Quality control the accuracy of performance reporting, invoicing and project plan information provided to the customer.

 

Education/Experience:

Bachelor’s Degree in Business Administration, Supply Chain/Logistics, Finance or related field. 1-3 years’ experience in Planning, Allocation, Merchandising or Logistics; retailer/Omni-channel preferred.

 

Skills and Abilities:

Conduct oneself with professionalism. Strong customer service orientation. Excellent verbal and written communication skills. Strong prioritizing, project management, & organizational skills. Process oriented with analytical and problem-solving skills. Self-motivated with critical attention to detail, deadlines, and reporting. Works well in a fast-paced environment. Basic knowledge of Microsoft Office, Slack, HubSpot and Google Suite. Good working knowledge of Google Sheets (formulation and pivot table capabilities). Basic understanding of records, inventories, and other routine documentation used in the warehouse.

 

PAY/BENEFITS INFORMATION: Actual starting pay is determined by various factors, including but not limited to relevant experience and location. Subject to eligibility requirements, associates may receive health care benefits (including medical, vision, and dental); wellness benefits; 401(k) retirement benefits; life and disability insurance; employee stock purchase program; paid time off; paid sick leave; and parental leave and benefits. Paid Time Off, paid sick leave, and holiday pay vary by job level and type, job location, employment classification (part-time or full-time / exempt or non-exempt), and years of service.  For additional information, please click HERE. AEO may also provide discretionary bonuses and other incentives at its discretion.