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

Employment type
Full-Time

Work arrangement
No