Customer Support Coordinator

Celsius•Boca Raton, FL

6h•Onsite

About The Position

The Customer Support Coordinator plays a key role in executing day-to-day Customer Support operations for Alani Nu’s direct-to-consumer business. This role is responsible for managing incoming inquiring, coordinating follow-ups, and maintaining accurate documentation across support systems. The ideal candidate is highly organized, detail-oriented, and customer-focused, with the ability to manage multiple tasks efficiently in a fast-paced environment.

Requirements

1-2 years of experience in Customer Support or Customer Experience within a high-volume CPG or e-commerce environment.
Strong written and verbal communication skills, including escalation management.
Excellent organizational and time management abilities
Ability to manage multiple priorities in a fast-paced environment.
Customer-first mindset with a positive, solution-oriented attitude.

Responsibilities

Respond to customer inquiries in a timely and professional manner.
Resolve routine questions related to orders, shipping, billing, and product information.
Escalate complex or sensitive cases to a Specialist or Manager as needed.
Ensure accurate documentation of all customer interactions within CRM systems.
Troubleshoot customer issues and escalate complex cases when necessary.
Assist in compiling weekly or monthly customer service reports.
Participate in testing new support tools or workflow changes.
Support launch and promotional readiness by becoming knowledgeable about the product and preparing necessary messaging.
Maintain knowledge of products, policies, and promotions.
Identify patterns in customer feedback and proactively suggest improvements or solutions.
Assist with special projects related to launches, peak season readiness, and other initiatives as assigned.
Maintain response-time standards and service-level expectations are consistently met during both steady-state operations and peak demand periods.