Customer Support Coordinator, Order Management & ZenDesk
Overview
Own the customer support lifecycle for Metro Screenworks Inc, a family-owned business with 40 years of experience. Handle orders placed online and over the phone, assign tickets to sales reps in ZenDesk, and follow up on resolutions. This role sits at the center of customer satisfaction, with direct growth opportunities as the company expands. You will bring order to a fast-moving support queue and ensure every customer gets a clear answer.
What You'll Do7
- 1Manage incoming customer orders from online and phone channels, verifying order details and payment confirmation.
- 2Route support tickets to the appropriate sales reps using ZenDesk, ensuring each ticket gets assigned within 24 hours.
- 3Follow up on all open support tickets, tracking resolution status and escalating unresolved issues to senior staff.
- 4Build a knowledge base of common order issues and solutions to reduce repeat tickets and speed up response times.
- 5Coordinate with the sales team to align on ticket priorities, sharing customer feedback to improve processes.
- 6Generate weekly support reports in ZenDesk to identify bottlenecks and highlight areas for improvement.
- 7Own the customer communication for order status updates, sending proactive notifications for delays or changes.
Requirements6
- 11+ years in customer support or order processing, with hands-on ZenDesk ticket management.
- 2Strong written and verbal communication skills, with attention to detail in order entry.
- 3Ability to multitask across phone, email, and ticket systems without losing track of pending items.
- 4Comfortable with basic computer navigation and data entry, including Microsoft Excel or Google Sheets.
- 5Self-starter who can follow up on unresolved tickets without prompting.
- 6Experience with e-commerce order platforms like Shopify or Magento is a plus.
Salary Insight
$30 - $40k per year
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