Customer Service Coordinator I

Job Purpose:

The Level I Customer Service Coordinator supports customers, sales representatives, and the service team while learning the company’s products, systems, workflows, and service standards. The role focuses on accurate basic order entry, simple customer inquiries, dependable follow-up, and professional communication. The trainee asks questions rather than guessing, applies feedback quickly, and escalates issues early.

Reasonable Accommodations Statement:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Therefore, reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions:

• {C}{C}Respond to basic customer and sales inquiries, including order status and general information, within the scope of training.

• {C}{C}Assist with phone, email, and messaging communication using professional service standards.

• {C}{C}Enter basic orders with supervision and verify required information before moving forward.

• {C}{C}Support simple quotes and order updates when directed.

• {C}{C}Complete assigned internal follow-ups and document outcomes clearly.

• {C}{C}Assist senior team members with order tracking, documentation, and routine administrative steps.

• {C}{C}Learn documented order, communication, and escalation processes step-by-step.

• {C}{C}Build familiarity with Microsoft Dynamics 365 F&O and Microsoft 365 tools used by the team.

• {C}{C}Develop working awareness of company departments, responsibilities, key contacts, flooring product terminology, accessories, and installation concepts.

• {C}{C}Treat every customer interaction with urgency, accuracy, and care.

• {C}{C}Learn and demonstrate RW Supply + Design’s standards for world-class customer service.

Position Qualifications: (Competency Statements)

• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.

• Customer Oriented - Ability to care for customers' needs while following company procedures.

• Resilient - Ability to recover from or adjust to misfortune or setbacks.

• Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.

• Communication, Oral - Ability to communicate effectively using the spoken word.

• Relationship Building - Ability to effectively build relationships with customers and co-workers.

• Accountability - Ability to accept responsibility and accountability for their actions.

• Detail Oriented - Ability to pay attention to the minute details of a project or task.

Education – High school or equivalent GED preferred

Experience – Entry-level; prior customer service, order entry, flooring, or office experience is helpful but not

required.

PHYSICAL DEMANDS

Stand F (Frequently) Lift/ Carry 10 lbs or less F (Frequently)

Walk F (Frequently) 11-20 lbs F (Frequently)

Sit O (Occasionally) 21-50 lbs F (Frequently)

Handling/Fingering F (Frequently) 51-100 lbs O (Occasionally)

Reach Outward F (Frequently) Over 100 lbs N (Not Applicable)

Reach Above Shoulder O (Occasionally) Push / Pull

Climb N (Not Applicable) 12 lbs or less F (Frequently)

Crawl N (Not Applicable) 13-25 lbs F (Frequently)

Squat or Kneel F (Frequently) 26-40 lbs O (Occasionally)

Bend F (Frequently) 41-100 lbs N (Not Applicable)

The company has reviewed this job description to ensure that essential functions and primary duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not an exhaustive list of all functions, responsibilities, skills, and abilities. Additional procedures and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment. The company reserves the right to change this job description and assign tasks for employees to perform as the company may deem appropriate.