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Customer Service Coordinator

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Provide Customer Service to B2B Gift Card clients on fulfillment processes, ensures a high level of customer satisfaction, provides client fulfillment, secures credit authorization, handles incoming client inquiries (phone and email), and maintains information in Customer Relationship Management (CRM) system to track customer orders, discount and key information. Executes day to day client facing customer service required to operate the B2B program.

Customer Service Management:
-Establishes strong client relationships while demonstrating excellent communication, interpersonal skills and problem solving. Exercises sound judgment independently in dealing with clients.
-Demonstrates strong functional knowledge of the B2B business, sales, and channels of distribution.
-Makes strong connections between client relationships and what it takes to meet customer’s deadlines to maintain a high level of satisfaction.
-Ensures Customer Satisfaction through the Complete Sales Process
-Direct customer contact has a direct relationship with driving customer sales
-Provides input into new tools and processes to continually improve the level or service for B2B clients.
-Ensures high level of accuracy of fulfillment for clients.
-Customer Experience :
-Collaborates and provides input to determine and define B2B Gift Card customer purchasing, deliver and fulfillment, especially on new or enhanced value propositions.
-Works Horizontally with Gift Card Team, BBFB and Gift Card Operations to collaborate on shared client relationships to drive new business and ensure a good customer experience
-Key Day To Day Duties:
-Handles inbound customer calls and resolves customer service issues (includes ordering and fulfillment questions, voids, reissue of cards, researching customer issues, usseues invoices and creating or activating Gift Card orders.)
-Performs daily excel work with detailed fraud checks, order entry and checking.
-Provides back up for other B2B Gift Card team members as needed.
-Drives team engagement and works effectively as team
-Other duties assigned.

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