Appleton Trophy & Engraving Inc
Customer Experience Coordinator
Appleton Trophy & Engraving Inc, Appleton, Wisconsin, United States, 54914
The Customer Experience Coordinator is responsible for supporting customers from inquiry through order completion while ensuring a smooth, accurate, and positive customer experience. This role combines customer service, quoting, light sales outreach, and internal coordination to ensure jobs move smoothly through production. The ideal candidate is organized, friendly, detail-oriented, and comfortable learning custom products and processes.
Customer Sales & Support
Assist customers primarily via email (approximately 60% of customer interactions), with additional support provided face‑to‑face and by phone.
Greet and assist walk‑in, phone, and email customers.
Respond promptly and professionally to customer emails and inquiries.
Understand customer needs and recommend appropriate products and materials.
Prepare accurate quotes based on specifications, quantities, and timelines.
Enter orders into the system and ensure all details are complete and clear.
Follow up with customers on quotes, approvals, and order status.
Order Coordination
Review customer artwork, drawings, and specifications for completeness.
Communicate job requirements clearly to production staff.
Ensure customer approvals are received prior to production.
Track job progress and notify customers of delays or changes.
Customer Relationship Support
Build positive, professional relationships with customers.
Support repeat business through clear communication, accuracy, and follow‑through.
Represent the company professionally and consistently.
Administrative Support
Maintain organized records of customer communications and orders.
Assist with filing, scanning, and general administrative tasks as needed.
Marketing & Digital Support (Approx. 5%)
Assist with light marketing tasks as needed.
Support basic social media updates, website edits, or content coordination.
Help share promotions, announcements, or completed projects under guidance.
Qualifications Required Skills & Qualifications
Strong communication and interpersonal skills.
Close attention to detail and accuracy.
Basic computer skills (email, Word, Excel; ERP experience a plus).
Ability to learn custom manufacturing and engraving processes.
Professional, dependable, and customer-focused.
Preferred Qualifications
Prior experience in sales, customer service, or manufacturing support.
Experience reading basic drawings or specifications (training provided).
Familiarity with industrial, construction, or manufacturing customers.
Physical & Work Requirements
Ability to sit or stand for extended periods.
Occasional lifting of small packages or product samples.
Standard weekday schedule with occasional flexibility.
Performance Measures
Accuracy of quotes and order entry.
Customer satisfaction and responsiveness.
Follow through on open quotes and orders.
Team communication and reliability.
Compensation: $17 hourly
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Customer Sales & Support
Assist customers primarily via email (approximately 60% of customer interactions), with additional support provided face‑to‑face and by phone.
Greet and assist walk‑in, phone, and email customers.
Respond promptly and professionally to customer emails and inquiries.
Understand customer needs and recommend appropriate products and materials.
Prepare accurate quotes based on specifications, quantities, and timelines.
Enter orders into the system and ensure all details are complete and clear.
Follow up with customers on quotes, approvals, and order status.
Order Coordination
Review customer artwork, drawings, and specifications for completeness.
Communicate job requirements clearly to production staff.
Ensure customer approvals are received prior to production.
Track job progress and notify customers of delays or changes.
Customer Relationship Support
Build positive, professional relationships with customers.
Support repeat business through clear communication, accuracy, and follow‑through.
Represent the company professionally and consistently.
Administrative Support
Maintain organized records of customer communications and orders.
Assist with filing, scanning, and general administrative tasks as needed.
Marketing & Digital Support (Approx. 5%)
Assist with light marketing tasks as needed.
Support basic social media updates, website edits, or content coordination.
Help share promotions, announcements, or completed projects under guidance.
Qualifications Required Skills & Qualifications
Strong communication and interpersonal skills.
Close attention to detail and accuracy.
Basic computer skills (email, Word, Excel; ERP experience a plus).
Ability to learn custom manufacturing and engraving processes.
Professional, dependable, and customer-focused.
Preferred Qualifications
Prior experience in sales, customer service, or manufacturing support.
Experience reading basic drawings or specifications (training provided).
Familiarity with industrial, construction, or manufacturing customers.
Physical & Work Requirements
Ability to sit or stand for extended periods.
Occasional lifting of small packages or product samples.
Standard weekday schedule with occasional flexibility.
Performance Measures
Accuracy of quotes and order entry.
Customer satisfaction and responsiveness.
Follow through on open quotes and orders.
Team communication and reliability.
Compensation: $17 hourly
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