The Senior Customer Coordinator supports the customer service team by managing escalated issues, mentoring coordinators, and ensuring smooth e-commerce operations. This role collaborates across departments, provides system expertise, and helps maintain high service standards.

Responsibilities:

· Second-Level Support: Assist Customer Service Coordinators and customers with escalated or technical issues.

· Mentoring & Training: Identify improvement areas and provide mentoring, training, and support to Coordinators.

· E-commerce Support: Resolve issues related to online orders placed through AutoZone’s website.

· Escalation Handling: Take over escalated calls and resolve them efficiently.

· Written Customer Support: Respond to customer inquiries via email and live chat with well-crafted messages.

· Policy Reinforcement: Function as a role model by upholding company and department policies.

· KPI Reporting: Provide weekly performance reports to the Advisor.

Cross-Team Collaboration

· Work with the Production Team to ensure quality control and policy compliance.

· Partner with IT to maintain system functionality.

· Support DataZone, stores, and the NDD team in resolving order issues.

· System Expertise: Serve as a subject matter expert in Genysys and other fulfillment systems.

· Feedback Loop: Provide performance feedback on agents to the Advisor.

Functional Competencies

· Proficient in SMS system and Microsoft Excel for reporting and support tasks

· Skilled in mentoring and coaching team members to improve performance

· Able to manage escalated customer service issues across phone, email, and live chat

· Knowledgeable in e-commerce order systems, especially AutoZone’s platform

· Experienced in using Genysys and other fulfillment center systems

· Strong written communication for crafting professional customer responses

· Effective in collaborating with IT, production, and support teams to resolve issues

· Capable of identifying service gaps and implementing training or process improvements

· Consistently reinforces company policies and procedures as a role model

· Flexible with scheduling and able to work closing shifts as needed

Core Competencies

Puts Customers First

· Provides WOW! Customer service every time, everywhere

· Understands customer needs and solves their problem · Shows sense of urgency in correctly meeting customer needs

Team Player

· Is a reliable and supportive team member

· Values the ideas and opinions of others

· Gives recognition for good work

· Builds strong relationships with others

· Resolves conflict effectively

· Steps in and assumes leadership roles when needed

Communicates Effectively

· Communicates in a clear, straightforward, respectful way

· Demonstrates effective listening skills

· Listens and assumes positive intent

· Shares information in a timely manner

Results the Right Way

· Does what it takes to do the job right (WITTDTJR)

· Is accountable, takes ownership and meets commitments

· Prioritizes well, plans and executes in a manner of high integrity and ethics

· Makes decisions based on what is best for AutoZone

Development Focused

· Asks for and embraces feedback

· Owns professional development

· Provides feedback and ideas to develop others

Embraces Change

· Understands and is open to change

· Looks for ways to improve our processes, services and products while maintaining our culture of thrift

· Encourages innovative thinking

Experience Required:

· 1 year of experience in customer service/training

Other Requirements

· Flexible schedule, and can work until close when needed

Preferred Requirements

· Bilingual

· Knowledge of auto parts, retail store help desk experience, tech support knowledge

· Experience in fulfillment center/warehouse, eCommerce order and payment systems

Benefits at AutoZone

AutoZone cares about people. That’s why AutoZone offers thoughtful benefits programs with one-on-one benefit guidance designed to improve AutoZoners’ physical, mental and financial wellbeing.

Some of these benefits include:

• Competitive pay and paid time off
• Unrivaled company culture
• Medical, dental, vision, life, and short- and long-term disability insurance options
• Health Savings and Flexible Spending Accounts with wellness rewards
• Exclusive Discounts and Perks, including AutoZone In-store discount
• 401(k) with Company match and Stock Purchase Plan
• AutoZoners Living Well Program for mental and physical health
• Opportunities for career growth and tuition reimbursement

Eligibility and waiting period requirements may apply; benefits for Autozoners in Puerto Rico, Hawaii or the U.S. Virgin Islands may differ. Learn more about all that AutoZone has to offer at careers.autozone.com

An ONLINE APPLICATION is REQUIRED. Click the Apply button to complete your application. For step-by-step instructions on how to apply visit careers.autozone.com/candidateresources

AutoZone, and its subsidiary, ALLDATA are equal opportunity employers. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally protected categories.