SP Distribution is looking for a Customer Service Team Coordinator to help deliver world-class customer support for a leading consumer brand. You will report to the Customer Service Team Leader and must possess strong attention to detail in order to determine customer’s experiences and expectations while offering suggestions and troubleshooting issues to determine the warranty coverage. You must be able to exercise sound judgment while working through challenging situations, be able to interact with multiple cases simultaneously, and remain calm under pressure. The ideal candidate is a recent college graduate who is willing to complete the national car seat safety certification course. You will need to develop an understanding of regulatory standards as well as thorough product knowledge. You will interact internally across all departments – support, logistics, sales, marketing, and finance.

Prior customer support experience is a plus but not necessary. Strong computer skills are required (Microsoft Office Suite (Excel, Word, PowerPoint) Daily activity includes communicating with customers via phone, videoconference, text, and/or email, tracking each case’s progress on our customer support website as well as order fulfillment. The position also requires fielding consumer calls from across the country and interacting with staff, sales reps, and brand ambassadors who are spread throughout the US.

• Customer Service and Quality Control
• Handle customer inquiries and complaints
• Troubleshoot and resolve product issues and concerns
• Go through returns to evaluate the reason for the return
• Evaluate suitability for resale, determine the need for repair, and assess refunds.
• Provide information about the products and services
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and services repairs
• Arrange for repairs as needed,
• Contact stores about return issues
• Update and track inventory.
• Outreach
• Work with our brand ambassadors and retail stores to provide sales support
• Check displays, train staff, and attend events.
• Work with our marketing and logistics team to set up consumer events, fashion shows, and industry trade shows

• Previous experience in customer service, sales, or other related fields is a plus but not required
• Ability to build rapport with clients
• Ability to prioritize and multitask
• Positive and professional demeanor
• Excellent written and verbal communication skills in English
• Bachelor's Degree

We are the exclusive Distributor of the Doona products in the US as well as other juvenile products. Doona is a visionary company committed to improving and simplifying the lives of parents and their babies by introducing innovative products and solutions. Constantly driven by the mission to identify pain points in day-to-day parenting. Doona is the only fully integrated Car Seat and Stroller Company in the USA and Globally. Doona works collaboratively, leveraging the broad capabilities and experience, to alleviate these pains. The outcomes of this process are high-quality products and solutions that truly make an impact on modern-day parenting.