Coordinator, Customer Center Support

JOB SUMMARY:

To assist the sales and customer account departments during customer visits to assure the visit is a successful, rewarding experience while managing and helping facilitate the logistical needs of the Customer Center including front desk services and Customer Lounge activities.

JOB RESPONSIBILITIES:

• Responsible for welcoming customers and being the face of the Delivery Center as the first point of contact for visitors. Tracks and schedules daily customer list.
• Create and maintain schedules and arrange all meeting requirements (catering, special requests, etc.) that support customer visits and internal meetings including request from Senior Leadership.
• Responsible for producing weekly, monthly and yearly reports.
• Prepare customer name badges, signs and running Restricted Party Screenings.
• Assists Customer Account Administrators, customers, staff, sales and Senior Management in accommodating needs for candidate visits, aircraft deliveries, spec sessions and pre-sale prospect visits. Supervises and coordinates customer rooms with beverages and catering.
• Coordinates daily food requirements for guests to Customer Delivery Center and communicates needs with caterer. Works with caterer to monitor supplies of coffee, soft drinks, etc. and reorders items from vendor as needed. Participate in regular reviews with manager and caterer to ensure customers and internal meetings are receiving top level of service. Coordinates catering ordering for Flight Operations and last-minute requests for customer outbound flights.
• Organizes facility requests for the Customer Center. Monitors customer facility meeting rooms assuring they are in neat and proper order and resets rooms as needed for following functions.
• Communicates with vendors and suppliers of Customer Center. Works with Customer Experience staff on weekly menu options for Delivery Centers and coordinates any last-minute catering changes or special dietary requirements. Completes periodic reviews of local hotels and car rental agencies to obtain updates on amenities/capabilities for classification in Customer Visitor's Guide.
• Schedules vehicles for customer visits and on occasion assists in transporting customers from one location to another. Monitor vehicle schedules and maintenance and coordinate detailing for recurring cleaning and special events.
• Coordinates with Customer Experience Manager and Sales & Marketing staff on special events in Customer Center.
• Reconcile invoices and orders/re-order miscellaneous supplies.

EDUCATION:

• High school diploma or equivalent required
  • Associates degree is preferred
• Minimum of 2 years' customer facing or related experience required

EXPERIENCE:

• Candidate must be able to deliver superior customer service to internal and external customers and employees at all levels including Senior Leadership and must have excellent interpersonal communication skills.
• Must be able to multi-task, anticipate request and consistently exceed customer expectations.
• Proficient skills with Microsoft Office products and ability to learn new software as required.
• Professional demeanor and dress, excellent written and verbal communications skills and the ability to work with the public, customers, and interdepartmental personnel.
• Must have excellent organizational and time management skills.
• Hospitality and catering experience is a plus.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.