Coordinator, Customer Experience

At World Fuel Services, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

The Customer Experience Coordinator’s primary responsibility is to cross-functionally manage the customer experience, customer experience-related communication strategy and manage the execution of all customer communications. The Customer Experience Coordinator (SCEC) proactively works to ensure customer’s satisfaction excels the customers’ needs. This position is responsible for providing daily leadership regarding the tracking, monitoring, and documentation of   customer issues and concerns. The Customer Experience Coordinator will have significant interface with other CEC associates and will be responsible for maintaining effective relationships with these key areas. The SCEC must effectively communicate strategies, results, and plans throughout the company. The SCEC’s main role is to serve as the “Voice of the Customer”. 

Main Responsibilities

• Document and maintain update updates for all CE processes and make them available to the team via a shared location.
• Works with the CE Manager to suggest possible new processes, process improvements and better efficiencies.
• Take customer calls, resolve issues timely, provide documents, and log and resolve customer cases.
• Track key metrics to identify and implement improvements that enhance the customer experience.
• Execute customer communication plans; for example, alerts, confirmations, status, etc.
• Conduct daily analysis of customer issues.
• Participate in customer-facing projects such as customer recognition programs, customer orientation and training programs, customer orientation and training programs, new customer on-boarding, and “A” customer offers.
• Perform weekly assessment and reporting on trends, time of day activity, and days of week.
• Participate in the development, implementation, and regular assessment of customer service policies for dealing with feedback, problems, and complaints.
• Assists customers with order placement.
• Recognize and analyze trends and suggest best practices to enhance customer experience.
• Have ability to quote customer prices sand compile daily pricing reports for distribution to customers.
• Assist customers with questions regarding invoices, deliveries, pricing, etc.
• Provide weekly and monthly reporting as identified.
• Back-up front desk, as needed.
• Other duties as assigned.

Main Requirements:

• Accuracy – Ability to perform work accurately and thoroughly. 
• Accountability – Ability to accept responsibility and account for his/her actions. 
• Adaptability – Ability to adapt to change in the workplace. 
• Communication, Oral – Ability to communicate effectively with others using the spoken word. 
• Communication, Written – Ability to communicate in writing clearly and concisely. 
• Motivation – Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability. 
• Organized – Possessing the trait of being organized or following a systematic method of performing a task. 
• Problem Solving – Ability to find a solution for or to deal proactively with work-related problems. 
• Time Management – Ability to utilize the available time to organize and complete work within given deadlines. 
• Working Under Pressure – Ability to complete assigned tasks under stressful situations. 

Education and Experience Requirements

• Associates Degree (two-year college or technical school): Required
• 6 plus months of experience
• Proficient in Microsoft Office Suite, Ability to learn Oracle and CRM