Customer Experience Coordinator

Overview

Guiding with Principles and Passion! Newman Tractor is a heavy equipment sales, rentals & parts dealership. We paired our dealership with used equipment and a wide array of attachments to serve the construction, utility, mining, energy, and agricultural industries. We continue to grow and have expanded to 5 locations across KY, FL, and OH, renting nationwide. Newman Tractor is founded on strong principles that guide us, our employees, and our customers to always do what is right and pour into those we serve.

We strive to be an employer of choice providing our employees with a trusting and nurturing work environment. Our aim is to hire humble & hungry individuals looking to grow in their career both personally & professionally.

The Customer Experience Coordinator serves as the first point of contact for Newman Tractor and is responsible for delivering a professional, efficient, and solution-oriented customer experience. This role answers and manages all mainline phone calls (approximately 10 calls per hour), online chat inquiries, and walk-in visitors. The coordinator acts as the single point of contact for the customer until their need is fully resolved — ensuring warm transfers, proper follow-up, and clear communication across departments.

When call volume allows, this position supports administrative, sales support, CRM, and marketing functions to help maintain operational excellence across the organization. This position plays a critical role in protecting and enhancing the Newman Tractor brand experience.

• Answer all incoming mainline phone calls and online chat inquiries promptly and professionally
• Serve as the single point of contact for customers until their inquiry is fully resolved
• Perform warm transfers to the appropriate department whenever possible
• Ensure follow-up is completed when the appropriate department is unavailable
• Gather and document accurate customer details in CRM
• Respond to “Contact Us” web inquiries or route appropriately
• Greet visitors and coordinate introductions with appropriate staff
• Maintain a positive, solution-oriented tone that reflects the Newman Tractor brand

• Maintain and update customer and prospect data in CRM (Hub Spot)
• Enter and track sales leads
• Assist with reporting on customer interaction and success metrics
• Assist in cleaning duplicate or incomplete CRM records

• Manage incoming and outgoing mail, Fed Ex, UPS, and certified mail
• Order and maintain office supplies
• Process and fulfill customer swag requests and gift boxes
• Prepare and maintain new customer welcome bags
• Track and report swag inventory levels

• Assist with executive administrative tasks as needed
• Support cross-department projects aligned with company priorities
• Assist with special projects as assigned

• 3+ years experience in a professional office or customer service environment preferred
• Experience managing multi-line phone systems
• Strong proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)
• Experience with CRM platforms, preferably Hub Spot
• Strong written and verbal communication skills
• High attention to detail and organizational skills
• Ability to manage multiple tasks while maintaining composure
• High School Diploma or equivalent required
• Experience in retail, call center, or transaction-based customer environments is a plus.

• 80 hours of paid vacation (prorated in year of hire)
• 401k with up to 4% match of total compensation
• HDHP & Co-pay medical plans with 80% of premium paid by employer for employee coverage (other coverages available)
• Voluntary coverages offered for Dental, Vision, Voluntary Life, Accident & Critical Illness
• Company provided STD, LTD, and Life Insurance
• Other benefits can be discussed with eligible applicants

• Paid Weekly
• Work hours:
  
  8am-5pm, Monday thru Friday
• Paid OT for hours over 40