Customer Experience Coordinator

Welcome to Pioneer Square Brands , a dynamic and innovative company at the forefront of the consumer goods industry. Committed to delivering high-quality products, we take pride in our dedication to excellence, creativity, and customer satisfaction. With a diverse portfolio featuring renowned brands (Brenthaven, Gumdrop, and VAULT), our mobile technology accessories ensure our customers achieve successful technology deployments. Our team comprises passionate individuals united by a shared vision to shape the future of our industry. If you are seeking a challenging and rewarding position in a fast-paced environment where your ideas are highly valued, join us at Pioneer Square Brands and become an integral part of our exciting journey.

Our Core Purpose: We ensure mobile technology works so that people can focus on what matters.

Our Core Values:

Genuine and Respectful

Pride in Everything We Do

Excellence through Innovation

Obsessed with Customer Success

Pioneer Square Brands has a global footprint with office locations in High Point, North Carolina, and Manila, Philippines.

• We are actively looking for a highly motivated and energetic professional with a positive attitude who desires to be part of our growing team. Competitive salaries and benefits, including profit sharing,
• await the successful candidate.

Title: Customer Experience Coordinator

Location: Silver City, Pasig

About the Role:

The Customer Experience Coordinator is responsible for delivering timely, efficient, and high-quality support to customers and business partners. This role serves as a key point of contact for customer inquiries and concerns across multiple channels, including phone, email, and other communication platforms.

Job Responsibilities:

Manage incoming customer inquiries through phone, email, and other communication channels, ensuring timely and professional responses

Identify, assess, and understand customer needs to provide appropriate solutions and ensure a positive customer experience

Handle customer complaints and concerns by providing appropriate solutions or alternatives within established service level agreements (SLAs) and following up to ensure resolution

Escalate complex or unresolved issues to the appropriate internal teams and coordinate follow-up through resolution

Provide accurate, valid, and complete information by utilizing appropriate systems, tools, and resources

Collect and document timely and accurate customer feedback and communicate relevant insights to internal stakeholders

Maintain accurate records of customer interactions, accounts, transactions, and supporting documentation

Create, review, and release purchase orders and sample orders in accordance with established processes

Process RMA requests, inspect invoices, and ensure timely completion of related transactions.

Serve as the frontline point of contact for warranty-related inquiries and coordinate with the appropriate teams to support timely resolution

Collaborate effectively with Sales, Operations, and other internal departments to resolve issues and support customer and business needs

Take ownership of assigned tasks and projects and provide support for additional responsibilities as assigned by the manager

Job Qualifications:

Bachelor’s degree in Communications, Journalism, Marketing, Business Operations, or a related field

Experience handling customer inquiries and resolving issues through phone and email communication is preferred

Familiarity with CRM systems, order management systems, or similar business tools is preferred

Experience processing purchase orders, sample orders, RMAs, warranty requests, invoices, or open orders is an advantage

Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook

Willingness and ability to work on a night shift and in a hybrid work arrangement

Skills & Competencies:

Excellent written and verbal English communication skills

Strong customer service orientation with the ability to communicate effectively with different types of customers and stakeholders

Strong phone handling and active listening skills

Strong problem-solving, analytical, critical thinking, and decision-making abilities

Ability to multitask, prioritize competing responsibilities, and manage time effectively

Strong attention to detail and ability to maintain accuracy while handling multiple transactions and requests

Ability to work effectively both independently and as part of a cross-functional team

Ability to collaborate and communicate effectively with different departments and stakeholders

Strong organizational and follow-through skills

Ability to maintain confidentiality when handling sensitive customer and business information

Willingness to learn and take on cross-functional responsibilities

Adaptability and flexibility in response to changing business needs and priorities

Success Factors:

Consistently provides timely, accurate, and professional responses to customer and partner inquiries

Resolves customer concerns effectively while meeting established SLAs and quality expectations

Demonstrates strong ownership and follows issues through to resolution

Maintains accurate records and ensures orders, RMAs, invoices, and other transactions are processed correctly and on time

Proactively communicates order updates, potential issues, delays, and resolutions to customers and internal stakeholders

Builds positive working relationships with customers, partners, and cross-functional teams

Demonstrates punctuality, reliability, consistent attendance, and a strong work ethic

Remains organized, detail-oriented, and effective when managing multiple priorities in a fast-paced environment

Demonstrates a willingness to learn, adapt, and take on additional responsibilities as business needs evolve