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Sr. Customer Care Coordinator
Job Location:
Job Location:
Waukegan, IL - USA
Yearly Salary:
USD 21 - 24
Yearly Salary:
Posted:
19 July 2026 (30+ days ago)
Posted:
Application Deadline:
21 October 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Job Title: Sr Customer Care Coordinator
Reports To: Customer Care Manager
FLSA Status: Non-exempt
Department: Customer Care
Compensation: $21-$24 hourly
Job Overview
The Senior Customer Care Coordinator plays a critical role in leading and enhancing the customer service experience. This position involves managing complex customer inquiries and ensuring that customer interactions align with the companys standards for excellence. The Senior Customer Care Coordinator is also responsible for developing strategies to improve customer satisfaction training team members and providing insights to upper management. This role demands strong leadership skills experience in customer service and the ability to manage escalated issues effectively.
Essential Duties and Responsibilities
** Senior title comes with time experience and a review of work
Qualifications
Reports To: Customer Care Manager
FLSA Status: Non-exempt
Department: Customer Care
Compensation: $21-$24 hourly
Job Overview
The Senior Customer Care Coordinator plays a critical role in leading and enhancing the customer service experience. This position involves managing complex customer inquiries and ensuring that customer interactions align with the companys standards for excellence. The Senior Customer Care Coordinator is also responsible for developing strategies to improve customer satisfaction training team members and providing insights to upper management. This role demands strong leadership skills experience in customer service and the ability to manage escalated issues effectively.
Essential Duties and Responsibilities
- Manage Company webstores with live inventory and manage the order processing and customer service for those stores.
- Responsible for being primary contact for store inquiries through both Outlook Wrike and HubSpot
- Responsible for inbound calls for all customer service lines
- Work closely with warehouse staff to ensure that all orders are processed and are shipped in a timely manner; with the ability and comfortability to problem solve if stock issues arise.
- Partner closely with Purchasing and Sales on inventory management
- Responsible for monitoring stock availability for orders through our order management system NetSuite
- Communicate directly with clients and provide excellent customer service.
- Performs other duties as assigned including assisting the larger team with overflow customer service on larger customers by both phone and email as required.
- Ensure program specific training materials documentation and resources remain current and accurate
** Senior title comes with time experience and a review of work
Qualifications
- Proven experience in a customer service role with at least 3-5 years in a supervisory or senior position.
- Strong leadership and team management skills.
- Excellent communication problem-solving and conflict resolution abilities.
- Proficiency in CRM software data analysis and Microsoft Office Suite.
- Ability to work in a fast-paced environment and manage multiple priorities.
- High level of professionalism patience and attention to detail.
- A bachelors degree in business communications or a related field is preferred.
Benefits:
- Complete insurance coverage Medical dental vision life insurance flex spending accounts and disability plans with Company contributions
- Pet insurance and bring your dog to work days
- Corporate partnerships with Life Time Fitness Bears Fit Skechers and Tickets at Work
- Generous paid time off (vacation sick and personal days as well as yearly floating holiday)
- 401(k) eligibility day one of employment with a Company match after the first year of employment
- Paid maternity and paternity leave based on years of service
- Relaxed dress code
- Overture family fun Summer BBQs volunteer ERGs employee vegetable garden contests potlucks and cookoffs
- Employee referral bonus
Required Experience:
Senior IC
About Company
Overture Promotions is a leading Global Swag Agency specializing in branded merchandise and promotional products. Elevate your brand with custom swag solutions.
