Client Experience Coordinator

We are looking for recent college graduates or individuals with 1-3 years of experience ready to begin their career at Zorch in the role of a Customer Experience Coordinator (“CEC”). With plentiful opportunities for growth (as we prefer to promote from within), the CEC will manage incoming orders from our Fortune 500 clients and ensure that all customer expectations are met. While the majority of our processes are automated, the CEC role is critical in managing changes, status updates, etc. to ensure a pleasant buying experience. This position also requires a strong understanding of our eStores, our clients’ brands, and our suppliers’ capabilities (all of which will be covered during the training process). Lastly, the CEC should be able to comfortably guide buyers through the entire buying process, which includes the management of customer expectations, providing customer service throughout the entire post-order process and management of off-site supplier teams (that produce the products for our clients). Training will be conducted at our new Headquarters at 500 W. Madison (the Ogilvie train station building) “in-person” three days per week, with the remainder conducted remotely. Once training is complete, the position will work in our office approximately two days per week. Essential Responsibilities: • Customer service and communication – ability to walk a buyer through our eStores, help them place an order, provide live order status details, etc. • Manage buyer expectations • Team support - support Account Manager and Sourcing Manager, assist in customer outreach efforts as needed, support customer facing events • Customer support - first point of contact for customers, liaison between the supplier and the customer, educate and support customer shipping questions/issues, order program item samples for customers as requested • Multitasking skills - manage multiple service in-boxes and 1-800 phone lines, manage database cues throughout the day • eStore quality control/site maintenance • Project management skills - track and follow all orders/projects and step in when necessary to ensure a positive buyer experience. • Issue Resolution - creatively troubleshoot problems and think on their feet to identify the best resolution Experience Requirements: • Customer service experience (within the industry, if possible) • Microsoft Office proficient • Strong communication skills What Makes This a Great Opportunity: • Entrepreneurial, creative organization • Diverse clients and work responsibilities • Be a part of a unique and collaborative culture • Fast pace, fast growing organization • 40% in-office; 60% remote Job Type: Full-time Job Type: Full-time Pay: $45,000.00 - $50,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Paid time off • Vision insurance Shift: • 8 hour shift • Day shift Education: • Bachelor's (Preferred) Experience: • Customer Service: 1 year (Preferred) Work Location: In person