Operations Coordinator, Customer Response Center (CRC)

About the Role

The Operations Coordinator – Customer Response Center plays a pivotal role in ensuring seamless communication and operational efficiency within the CRC. This position is responsible for coordinating daily activities, managing workflow, and supporting the team to deliver exceptional customer experiences.

The coordinator acts as a liaison between various departments to resolve issues promptly and improve service delivery. By analyzing operational data and customer feedback, the role contributes to continuous process improvements and enhanced customer satisfaction.

Ultimately, this position ensures that the Customer Response Center operates smoothly while meeting performance targets and organizational goals.

Qualifications

• 2+ years of experience in operations coordination, customer service, or administrative support
• Experience in distribution, logistics, or order management preferred
• Strong attention to detail and accuracy
• Ability to multitask and prioritize in a fast-moving environment
• Clear, professional communication skills
• Comfortable working with systems, data entry, and Microsoft Office tools
• Team-oriented mindset with a proactive approach to problem-solving

Responsibilities

• Coordinate daily operations of the customer response center to ensure timely and effective handling of customer inquiries and issues
• Monitor and manage workloads, and performance metrics to optimize resource allocation and service levels
• Serve as a communication bridge between Inside Sales Representatives, Procurement, and Operations to facilitate issue resolution and information flow
• Analyze operational data and customer feedback to identify trends, bottlenecks, and opportunities for process improvements
• Assist in training new team members and provide ongoing support to enhance team capabilities and knowledge
• Prepare and present regular reports on operational performance, customer satisfaction, and key performance indicators
• Implement and maintain standard operating procedures to ensure compliance with company policies and quality standards

Skills

The required skills enable the Operations Coordinator to efficiently organize and prioritize daily tasks, ensuring smooth workflow and timely resolution of customer issues. Strong communication skills are essential for liaising between teams and conveying information clearly to both internal stakeholders and customers.

Proficiency with CRM software and Microsoft Office tools supports data tracking, reporting, and analysis, which are critical for monitoring performance and identifying improvement opportunities. Familiarity with process improvement methodologies further enables the coordinator to implement effective changes that enhance operational efficiency.

Together, these skills support a proactive approach to managing customer response operations, driving both team success and customer satisfaction.