Customer Operations Coordinator

Vintti is revolutionizing remote staffing by prioritizing time zone alignment. We connect US-based SMBs, startups, and firms with Latin American professionals who work synchronously with US schedules. This approach ensures that businesses can maintain their usual workflows, conduct real-time meetings, and collaborate effectively without the typical challenges of working across disparate time zones.

A Customer Operations Coordinator plays a crucial role in bridging the gap between customers and internal operations, ensuring a seamless customer experience. They handle a variety of tasks including order processing, addressing customer inquiries, resolving issues, and coordinating with different departments to optimize service delivery. This role requires strong communication skills, attention to detail, and the ability to manage multiple tasks efficiently. By facilitating smooth operations and maintaining high standards of customer satisfaction, a Customer Operations Coordinator is vital in building and sustaining customer loyalty and operational efficiency.

- Bachelor's degree in Business Administration, Communications, or a related field
- 2+ years of experience in customer service or operations coordination
- Proficiency with CRM software and customer service platforms
- Excellent verbal and written communication skills
- Strong problem-solving and conflict-resolution abilities
- Ability to multitask and prioritize in a fast-paced environment
- Keen attention to detail and high level of accuracy
- Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint)
- Demonstrated ability to work collaboratively across departments
- Experience with order processing and logistics coordination
- Familiarity with inventory management and procurement processes
- Ability to generate and interpret reports on customer service metrics
- Strong organizational and time-management skills
- Capacity to train and support new team members effectively
- Positive attitude and customer-centric approach
- Flexibility to adapt to changing priorities and handle special projects
- Analytical mindset for tracking and analyzing customer feedback
- Understanding of industry trends and best practices in customer service
- Commitment to maintaining compliance with company policies and procedures

- Respond promptly to customer inquiries via email, phone, or chat
- Process customer orders and ensure accurate order fulfillment
- Coordinate with warehouse and logistics teams to oversee shipping and delivery schedules
- Maintain up-to-date records of customer interactions and transactions in the CRM system
- Address and resolve customer complaints or issues, escalating as necessary
- Monitor inventory levels and coordinate with procurement for stock replenishment
- Generate daily, weekly, and monthly reports on customer service metrics and performance
- Assist in the development and implementation of customer service policies and procedures
- Train and support new team members on standard operating procedures
- Collaborate with sales and marketing teams to ensure cohesive customer communication strategies
- Participate in team meetings to discuss ongoing projects, challenges, and goals
- Conduct follow-up calls or emails to ensure customer satisfaction with products or services
- Provide feedback to management on potential improvements to the customer experience
- Handle returns and exchanges in accordance with company policy
- Track and analyze customer feedback to identify trends and areas for improvement
- Update and maintain knowledge base articles for internal and customer use
- Facilitate internal communication between departments to ensure customer issues are resolved promptly
- Execute special projects as assigned by the customer service manager
- Stay informed about product updates, company policies, and industry trends to provide accurate information to customers
- Ensure compliance with company policies and procedures in all customer interactions

The ideal candidate for the Customer Operations Coordinator role will possess a Bachelor's degree in Business Administration, Communications, or a related field, coupled with over 2 years of hands-on experience in customer service or operations coordination. Demonstrating proficiency with CRM software and customer service platforms, this individual will excel in managing customer inquiries and issues with exceptional verbal and written communication skills. They will have robust problem-solving and conflict-resolution abilities, supported by a keen attention to detail and high level of accuracy. The candidate will be proficient in Microsoft Office Suite and will have experience in order processing and logistics coordination, as well as a solid understanding of inventory management and procurement processes. Their analytical mindset will enable them to generate and interpret reports on customer service metrics effectively. A collaborative team player, they will work seamlessly across departments and possess the capability to train and support new team members. This candidate will demonstrate outstanding organizational and time-management skills, maintaining a customer-focused mindset and a positive attitude even under pressure. With the ability to adapt to changing priorities and handle special projects, they will bring a proactive problem-solving approach and an empathetic, patient demeanor. Technologically proficient, they will remain up-to-date with industry trends and best practices, showing a strong work ethic and enthusiasm for continuous learning. Reliability, dependability, and an innovative mindset will further distinguish them, as they strive to achieve results and provide exceptional customer experiences.

- Respond promptly to customer inquiries via email, phone, or chat
- Process customer orders and ensure accurate order fulfillment
- Coordinate with warehouse and logistics teams to oversee shipping and delivery schedules
- Maintain up-to-date records of customer interactions and transactions in the CRM system
- Address and resolve customer complaints or issues, escalating as necessary
- Monitor inventory levels and coordinate with procurement for stock replenishment
- Generate daily, weekly, and monthly reports on customer service metrics and performance
- Assist in the development and implementation of customer service policies and procedures
- Train and support new team members on standard operating procedures
- Collaborate with sales and marketing teams to ensure cohesive customer communication strategies
- Participate in team meetings to discuss ongoing projects, challenges, and goals
- Conduct follow-up calls or emails to ensure customer satisfaction with products or services
- Provide feedback to management on potential improvements to the customer experience
- Handle returns and exchanges in accordance with company policy
- Track and analyze customer feedback to identify trends and areas for improvement
- Update and maintain knowledge base articles for internal and customer use
- Facilitate internal communication between departments to ensure customer issues are resolved promptly
- Execute special projects as assigned by the customer service manager
- Stay informed about product updates, company policies, and industry trends to provide accurate information to customers
- Ensure compliance with company policies and procedures in all customer interactions

- Strong interpersonal skills
- Highly organized and efficient
- Ability to remain calm under pressure
- Customer-focused mindset
- Proactive problem solver
- Adaptability to various scenarios
- Attention to detail
- Collaborative team player
- Strong analytical skills
- Empathetic and patient demeanor
- Strong work ethic
- Enthusiastic about continuous learning
- Technologically proficient
- Effective communicator
- Results-driven
- Reliability and dependability
- Innovative thinker
- Resilient in face of challenges
- Self-motivated and driven to achieve goals
- Professional demeanor and positive attitude

- Competitive salary range: $45,000 - $55,000 annually
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) and paid holidays
- Flexible work hours
- Opportunities for remote work
- Professional development and training programs
- Tuition reimbursement
- Employee wellness programs
- Career advancement opportunities
- Collaborative and supportive work environment
- Employee discounts on company products or services
- Company-sponsored events and team-building activities
- Life and disability insurance
- Commuter benefits and travel reimbursement options
- Parental leave and family support programs