Customer Service Coordinator - Digital Team
Rogers, Mn
Independently perform a number of logistical functions related to Customer Service & Distribution as well as provide extranet web site support for customers, administrative support for Customer Service using digital technologies. - Use of SalesForce.com for documenting, research & processing customer issues and sales leads- Triage & process customer inquiries via Oracle RightNow; respond directly to customer or reassign to appropriate Graco personnel - Use of Qualtrics, SalesForce, Survey Monkey and Wufoo to create, process & report customer survey data- Administrator of customer extranet passwords- Maintain extranet homepage content using HTML; use of Webtrends reporting analytics - Assist customers with basic troubleshooting and training of extranet- Act as a liaison between Graco IS and customer on complex web or GEDI technical issues;- Assist with administration of Graco University customer online training & passwords - Create/author, manage, advise & use Noetix/Cognos 10 reports for business analysis in Customer Service and Distribution- Use & maintain customer information in Oracle Order Management system- Administer weekly global Distribution report; responsible for acquiring call center, order, warehouse, manufacturing, survey, and email and call audit data and consolidate using Zoho.com; source of monthly corporate metrics;- Communicate regularly with multiple personnel at subsidiary locations in Belgium, Korea, China, Japan, Australia to assist with customer issues or information- Create & maintain department electronic files & forms on share drive; track/order department office supplies; organize catering orders- Department liaison for any questions, direct to appropriate personnel or source with the answer.