The Customer Service Coordinator serves as the liaison between SEMA Data’s reseller members and internal data, software, and sales teams. The role is also responsible for drafting and conducting system training for resellers to better utilize the data tools available to them through SEMA Data. The Coordinator creates and maintains members’ records. The Coordinator will also conduct surveys and outreach to increase reseller participation in the SEMA Data program. This position is a forward-facing role that regularly interacts with customers. 

RESPONSIBILITIES

• Responsible for the creation and maintenance of customer profiles within SEMA and SEMA Data business systems to be up to date
• Maintain current knowledge of SEMA Data systems and program benefits for customers
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Respond promptly to customer inquiries
• Ensure communication flow between SEMA Data and customers are clearly documented
• Lead regular customer training seminars and be front-line customer support 
• Document and conduct new customer onboarding
• Conduct surveys and outreach to ensure high level of reseller participation
• Supports SEMA Data’s sales and data teams as needed
• Other duties may be assigned based on department and company needs

PRIMARY SKILLS PREFERRED

• Proven customer support experience required
• Strong phone contact handling skills and active listening
• Strong written and verbal communication skills is required.
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Calm demeanor and ability to maintain a positive attitude
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Ability to work as part of a team and under own initiative
• Willingness to learn new software programs
• Intermediate knowledge of Microsoft Office, including Word and Excel.
• Familiarity with automotive aftermarket industry data standards, PIES and ACES, is a plus
• Familiarity with using HubSpot is a plus