Customer & Technical Support Coordinator

The Customer & Technical Support Coordinator at Kawneer is tasked with a variety of important responsibilities including conducting manufacturing takeoffs, performing door hardware analyses, and processing purchase orders for fabrication. This role also involves pricing verification, customer service problem resolution, and maintaining data accuracy, all vital for ensuring customer satisfaction and smooth operations.

To excel as a Customer & Technical Support Coordinator at Kawneer, candidates should ideally possess strong communication skills, attention to detail, and a background in customer service or technical support. Familiarity with manufacturing processes and proficiency in data management are also beneficial to meet the demands of this dynamic role.

The Customer & Technical Support Coordinator plays a crucial role in enhancing customer satisfaction at Kawneer by serving as the main point of contact for customers. By efficiently managing inquiries, processing orders accurately, and resolving issues promptly, this position ensures customers feel valued and supported throughout their experience with our products and services.

Essential skills for success as a Customer & Technical Support Coordinator at Kawneer include strong problem-solving abilities, effective verbal and written communication, and an understanding of technical concepts related to manufacturing. Additionally, organizational skills and the ability to manage multiple tasks efficiently are important in this fast-paced environment.

New hires for the Customer & Technical Support Coordinator role at Kawneer can expect comprehensive training and onboarding that covers product knowledge, customer service protocols, and an introduction to our manufacturing processes. This ensures that they are well-equipped to fulfill their duties and deliver exceptional service from day one.

In answering this question, focus on highlighting relevant experiences that showcase your customer service skills, technical knowledge, and any familiarity with manufacturing or product support. Provide specific examples that illustrate how you've successfully resolved customer inquiries or improved processes in previous roles.

Demonstrating your ability to handle difficult customer situations is key in this role. Discuss your approach by explaining how you would actively listen to the customer's concerns, empathize with their situation, and propose a suitable solution. Emphasize your commitment to customer satisfaction and staying calm under pressure.

To answer this, highlight your attention to detail and any specific tools or software you use for data management. Discuss practices such as double-checking information, maintaining organized records, and using proper documentation protocols to ensure data accuracy in your work.

Share a specific example of a technical issue you resolved for a customer. Outline the problem, the steps you took to diagnose the issue, and how you communicated with the customer throughout the process. This showcases your technical knowledge and customer service skills.

When answering this question, emphasize qualities such as strong communication skills, empathy, and problem-solving abilities. Explain why these qualities are particularly important in creating positive customer interactions and maintaining effective communication within a team.

Discuss your strategies for prioritizing tasks, such as assessing deadlines, determining urgency based on customer needs, and managing expectations with stakeholders. Provide examples of how you've successfully managed multiple priorities in past roles.

Mention specific software or tools you are familiar with that relate to customer support and data management, such as CRM systems, project management tools, or databases. Explain how these tools have assisted you in providing effective support and maintaining organized workflows.

Show your commitment to professional growth by discussing methods you use to stay informed about industry trends, such as following relevant news websites, participating in web-based seminars, engaging in professional networks, or taking online courses. Highlight how this knowledge can be beneficial to your work.

This is a great opportunity to express your enthusiasm for the company and the role. Research Kawneer's values, products, and reputation in the industry and explain how they resonate with you personally. Share your eagerness to contribute to their mission and help deliver excellent customer service.

Here, you can address potential challenges, such as handling high volumes of customer inquiries or managing complex manufacturing queries. Discuss specific strategies you would employ to tackle these challenges, such as effective communication and collaborative problem-solving with your team.