Coordinator, Customer Care - LCI

Coordinator, Customer Care

ABOUT LCI

The mission of LCI is to provide meaningful employment for the blind and visually impaired. We accomplish this in four ways:

• EMPLOY: We are one of the largest employers of people who are blind, creating meaningful careers and lasting skills that transform their lives.
• BUILD: We create over 2,000 products and distribute thousands more through manufacturing, retail, nationwide distribution, and e-commerce channels. 
• SERVE: Many of our products are sold directly to the federal government. We were pioneers of “base supply centers,” stores on military bases that employ the blind and visually impaired and provide mission-critical supplies to our nation’s military. 
• SUPPORT: We want to end blindness forever. To that end, we engage in philanthropic efforts for research into blindness and treatment for the visually impaired.

ABOUT THIS ROLE

The Customer Care Coordinator is to provide assistance in all customer related matters and backup and assist Customer Service Representatives.

LOCATION AND SCHEDULE

Quantico, VA - On-Site

Monday-Friday 7:30 AM – 4:15 PM (can vary based on store)

KEY RESPONSIBILITIES

• Responsible for all customer related matters.
• Maintain a positive and friendly demeanor when assisting customers.
• Able to navigate Axapta to create and release sales orders.
• Communicate with customers and vendors throughout the entire sales order process via phone or email.
• Knowledge to quote on contracts and follow up on quotes.
• Call customers for additional information as needed.
• Ensure that sales orders are routinely reconciled with material on hand or on order to maximize sales and reduce customer wait time.
• Coordinate pick up/delivery of orders.
• Maintain a list of all customers to include email and phone numbers. Use this list to obtain more of their business.
• Assist customer service representatives at the checkout counters as needed to reduce customer wait times.
• Follow up with customers by conducting a survey asking basic questions, i.e. Was product satisfactory? Was it delivered on time? Would you do business with us again? Etc.
• Register and track customer complaints with expeditious follow up and resolution.
• Create a report that will track the progress of the sales orders and their impact on the budgeted sales for the BSC through use of AX and/or Excel spreadsheet. Work closely with management to ensure material needed to fill sales orders is on order and has good supply/shipping status.
• Create, modify and email various Excel spreadsheets as required by management, purchasing and replenishment.
• Ensure that customers are aware of our BUYBSC website and assist with customer set up for the site.
• Ensure that customers are aware and understand the DOD Emall program and know how to maneuver through the website in select stores.
• Ensure that all daily price changes are published and displayed as instructed.
• Be instrumental in utilizing current marketing tools to seek additional sales.
• Merchandizing and replenishing shelves as necessary.
• Interact with vendor reps during their normal sales calls. Ask questions about products to gain a better understanding of their uses.
• Other duties as assigned

QUALIFICATIONS

• High school graduate with one year relevant work experience.

• Basic retail knowledge.  Accuracy with computerized checkout systems.

• Must have interpersonal skills dealing with and communicating with customers, vendors, company divisions, co-workers and management.

Why LCI?

• Purpose-driven company driven by principles, not profit
• Reach your highest potential: upward mobility, rewarded through hard work
• Competitive salary and compensation
• Basic Life Insurance at no cost to the employee
• 401(k) with match and Surplus-Sharing Plans
• Health, Dental, and Vision Insurance
• Ten paid holidays annually
• Paid Time Off (PTO)
• On-site Health and Wellness program
• Employee Assistance Program (EAP)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)