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Customer Experience & Office Coordinator
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Tumbl Trak
Mount Pleasant, MI (In Person)
$47,000 Salary, Full-Time
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Job Description
Position Summary The Customer Experience & Office Coordinator serves as the first point of contact for customers, dealers, vendors, and visitors while providing administrative and operational support across the company. This role is responsible for managing incoming phone calls and customer chats, handling customer service for Amazon orders, assisting with customer inquiries, supporting sales initiatives, coordinating office operations, and helping foster a positive and connected workplace culture for both in-office and remote team members. The ideal candidate is highly organized, customer-focused, proactive, and enjoys balancing a variety of responsibilities while serving as a central support resource for customers, sales staff, and the broader organization. Key Responsibilities Customer Communication & Support (Primary Responsibility) Answer and direct incoming phone calls in a professional, friendly, and efficient manner. Manage website chat inquiries and ensure timely responses. Handle Amazon Customer Service Route non-Amazon customer inquiries to the appropriate department or team member. Provide basic assistance to non-Amazon customers when specialists are unavailable. Ensure customers receive immediate attention when they reach out with a goal to connect them with a live person. When no one is available to take a call, take detailed messages and ensure prompt follow-up. Maintain a positive first impression for all customers and business partners. Oversee athlete and family engagement communications, ensuring all inquiries receive a warm, professional response and facilitating goodwill initiatives such as thank-you notes. (i.e. responding to cards, notes, and emails received from athletes and 'want-to-be' influencers) Sales & Dealer Support Process dealer orders received through the sales inbox. Verify order accuracy and enter orders into company systems. Communicate with dealers regarding order status, shipping information, and basic product questions. Mail catalogs, literature, samples, and other sales materials to prospective and existing customers. Assist with management and fulfillment of the company donation program Support the sales team with administrative and customer follow-up tasks as needed. Prepare and send customer thank-you notes, when appropriate Coordinate customer appreciation gifts and recognition efforts. Office Operations & Administration Ensure office common areas remain clean, organized, and presentable. Empty trash and recycling as needed between scheduled cleaning services. Maintain kitchen and breakroom cleanliness, including putting away dishes from the drying rack. Keep the conference room and common area tables clean and organized. Replace batteries in office clocks and other basic office equipment as needed. Update phone system greetings and office closure messages during holidays or special business hours. Monitor office supply inventory and restroom supplies and notify the purchasing team when replenishment is needed. Assist with 'Happiness committe"- office lunches, employee birthdays & gatherings. Manage annual holiday card mailings and distribution. Work with Helen in coordinating the dealer gifts. Qualifications Excellent verbal and written communication skills. Friendly, professional, and customer-focused demeanor. Strong organizational skills and attention to detail. Ability to manage multiple priorities and frequent interruptions. Comfortable learning order entry, phone, and customer management systems. Proficient with Google Workspace. Ability to work independently while collaborating effectively with multiple departments. Positive attitude and willingness to assist wherever needed. Preferred Qualifications Previous experience in customer service, sales support, office administration, or reception. Minimum 2 year business related associates degree. Experience processing orders and supporting a sales team. Experience coordinating events, employee activities, or customer programs. Success in This Role A successful Customer Experience & Office Coordinator creates exceptional experiences for customers, keeps administrative processes running smoothly, supports the sales team efficiently, and helps foster a positive, organized, and connected workplace culture throughout the company.