Coordinator, Customer Experience (Remote)
World Fuel Services
Remote
coordinator
customer experience
remote
customer experience
communication
team
coordinator
fuel
customer orientation
training
training programs
assessment
pricing
February 12, 2023
World Fuel Services
Miami, Florida
At World Fuel Services, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.
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World Fuel Services, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
The Customer Experience Coordinator s primary responsibility is to cross-functionally manage the customer experience, customer experience-related communication strategy and manage the execution of all customer communications. The Customer Experience Coordinator (CEC) proactively works to ensure customer s satisfaction excels the customers needs. This position is responsible for providing daily leadership regarding the tracking, monitoring, and documentation of customer issues and concerns. The Customer Experience Coordinator will have significant interface with other CEC associates and will be responsible for maintaining effective relationships with these key areas. The CEC must effectively communicate strategies, results, and plans throughout the company. The CEC s main role is to serve as the Voice of the Customer .
Key Responsibilities
Subject matter expert for ALL CE subject areas in order to be a point of contact for the team for customer related questions.
Documents and maintains updates for all CE processes and makes them available to the team via a shared location.
Works with the CE Manager to suggest possible new processes, process improvements and better efficiencies.
Take customer calls, resolve issues timely, provide documents, and log and resolve customer cases.
Track key metrics to identify and implement improvements that enhance the customer experience.
Execute customer communication plans; for example, alerts, confirmations, status, etc.
Complete daily analysis of customer issues.
Participate in customer-facing projects such as customer recognition programs, customer orientation and training programs, customer orientation and training programs, new customer on-boarding, and "A" customer offers.
Does weekly assessment and reporting on trends, time of day activity, and days of week.
Participates in the development, implementation, and regular assessment of customer service policies for dealing with feedback, problems, and complaints.
Assists customers with order placement.
Recognizes and analyzes trends and suggests best practices to enhance customer experience.
Has ability to quote customer prices and compile daily pricing reports for distribution to customers.
Assists customers with questions regarding invoices, deliveries, pricing, etc.
Provides weekly and monthly reporting as identified.
Key Skills:
Accuracy - Ability to perform work accurately and thoroughly.
Accountability - Ability to accept responsibility and account for his/her actions.
Adaptability - Ability to adapt to change in the workplace.
Communication, Oral - Ability to communicate effectively with others using the spoken word.
Communication, Written - Ability to communicate in writing clearly and concisely.
Motivation - Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.
Organized - Possessing the trait of being organized or following a systematic method of performing a task.
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
Working Under Pressure - Ability to complete assigned tasks under stressful situations.
Education and Experience Requirements:
Associates Degree (two-year college or technical school): Required
6 plus months of experience (preferred)
Proficient in Microsoft Office Suite, Ability to learn Oracle and CRM
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