Part-Time Remote Customer Care Coordinator – Flexible Hybrid Role Supporting Vision‑Empowering Mission

About LCI: A Mission‑Driven Leader Empowering Vision‑Impaired Talent

LCI (Lighting the Way) is more than a company; it is a purpose‑driven movement. Founded on the belief that every individual, regardless of visual ability, deserves meaningful employment, LCI has grown to become one of the nation’s largest employers of blind and visually impaired professionals. Our four‑pillar strategy—Employ, Build, Serve, and Support—creates a sustainable ecosystem that transforms lives, fuels innovative product development, and advances research aimed at eradicating blindness.

From manufacturing high‑quality lighting solutions to supplying mission‑critical equipment to the U.S. Department of Defense, LCI blends cutting‑edge technology with a compassionate workforce. By joining our team, you become a vital part of an organization that prioritizes people over profit, invests in employee growth, and champions social impact on a global scale.

Why This Role Matters: The Customer Care Coordinator (Part‑Time Remote/Hybrid)

Our customers are the lifeblood of LCI’s success. Whether they are government agencies, retail partners, or individual consumers, they expect responsive, knowledgeable, and friendly support. The Customer Care Coordinator serves as the central hub for all customer‑related interactions, ensuring seamless communication, accurate order processing, and swift resolution of issues. In this part‑time, remote‑first position you will blend digital collaboration tools with occasional on‑site presence to deliver an exceptional experience that reflects LCI’s mission of empowerment and excellence.

Location, Schedule, and Work‑Life Flexibility

• Primary work location: Remote (home office), with a quarterly visit to the Mechanicsburg, PA store or warehouse.
• Typical hours: Monday‑Friday, 7:30 AM – 4:00 PM (aligned with store operating hours; flexibility available based on operational needs).
• Weekly commitment: Approximately 20 hours, perfect for individuals seeking a balanced work‑life arrangement.
• Hybrid interaction: Daily availability via email, phone, and video‑conferencing platforms (Zoom, Jitsi Meet, Teams, etc.).

Core Responsibilities – What Your Day Will Look Like

As the Customer Care Coordinator, you will own the end‑to‑end customer journey. Your day‑to‑day activities will include, but are not limited to, the following:

• Customer Interaction & Support
  • Respond promptly to inbound inquiries through email, phone, and video‑chat, maintaining a courteous and helpful tone.
  • Assist customers with order placement, tracking, and issue resolution, ensuring clarity at every step.
  • Administer surveys post‑delivery to gauge satisfaction, gather feedback, and identify upsell opportunities.
• Order Management & System Navigation
  • Leverage the Axapta (Microsoft Dynamics) ERP system to create, modify, and release sales orders with precision.
  • Verify that inventory levels align with pending orders, reconciling discrepancies to prevent delays.
  • Coordinate pickup and delivery logistics, communicating schedules to both customers and internal logistics teams.
• Quote Generation & Contract Administration
  • Develop accurate quotes for contract‑based customers, follow up diligently, and nurture the pipeline toward closure.
  • Maintain comprehensive records of all quotations, contractual terms, and expiration dates.
• Data Stewardship & Reporting
  • Maintain an up‑to‑date customer master list (names, emails, phone numbers) and use it strategically to drive repeat business.
  • Produce weekly and monthly reports in Excel and AX that track order status, sales performance against budget, and key metrics for management review.
• Customer Experience Enhancements
  • Educate customers on the BUYLCI e‑commerce portal, providing step‑by‑step onboarding support.
  • Promote the Department of Defense (DoD) eMail program, ensuring customers understand ordering procedures for select stores.
  • Publish daily price changes according to corporate guidelines, guaranteeing transparency and consistency.
• Marketing & Merchandising Support
  • Utilize existing marketing tools to identify cross‑sell and upsell opportunities, driving incremental revenue.
  • Assist with shelf replenishment and visual merchandising during on‑site visits, ensuring product presentation aligns with brand standards.
• Vendor Collaboration
  • Engage with vendor representatives during routine sales calls, asking insightful questions to deepen product knowledge.
  • Translate vendor insights into actionable recommendations for internal teams and customers.
• Complaint Management & Resolution
  • Log customer complaints in the tracking system, prioritize based on severity, and drive rapid resolution.
  • Communicate solution status proactively to the affected customer, ensuring satisfaction and retention.

Essential Qualifications – What You Must Bring

• High school diploma or GED; additional education or certifications (e.g., Customer Service, Administration) considered a plus.
• Minimum of one year of relevant experience in retail, customer service, or order‑processing environments.
• Demonstrated proficiency with computerized checkout or ERP systems (experience with Axapta/Dynamics is highly desirable).
• Strong interpersonal skills, with the ability to communicate clearly and compassionately with customers, vendors, and internal teams.
• Basic computer literacy: Microsoft Office suite, especially Excel (pivot tables, VLOOKUP, conditional formatting).
• Reliable high‑speed internet connection and a functional home office setup (headset, webcam, quiet workspace).
• Willingness to travel to the Mechanicsburg, PA location once per quarter (approximately one day per quarter).

Preferred Qualifications – What Sets You Apart

• Associate’s or Bachelor’s degree in Business Administration, Supply Chain Management, or related field.
• Previous experience working with blind or visually impaired colleagues, demonstrating cultural competence and inclusive communication.
• Familiarity with CRM platforms (e.g., Salesforce, HubSpot) and advanced ERP functionalities.
• Experience in B2B sales environments, especially with government or defense contracts.
• Certification in Customer Experience Management (CCXP) or similar professional credentials.

Key Skills & Competencies for Success

• Customer‑Centric Mindset: Ability to anticipate needs, resolve issues swiftly, and turn interactions into loyalty opportunities.
• Analytical Thinking: Comfortable extracting insights from data, tracking KPIs, and presenting findings to leadership.
• Organizational Agility: Juggling multiple orders, inquiries, and reporting tasks while maintaining accuracy.
• Technology Fluency: Quick adoption of new software tools, troubleshooting basics, and leveraging automation where possible.
• Communication Excellence: Clear written and verbal expression; active listening; adeptness at remote collaboration.
• Adaptability & Resilience: Thrive in a hybrid environment, adjust to evolving priorities, and maintain composure under pressure.

Career Growth & Learning Opportunities

LCI is committed to the professional development of every team member. As a Customer Care Coordinator you will have access to:

• Mentorship Programs: Pairing with senior leaders who provide guidance on career pathways within LCI.
• Continuous Learning: Subscription to online learning platforms (LinkedIn Learning, Coursera) covering topics such as advanced Excel, ERP mastery, and inclusive customer service.
• Cross‑Functional Exposure: Opportunities to shadow the sales, supply chain, and marketing departments, building a holistic business perspective.
• Leadership Tracks: Clear promotion routes into Senior Coordinator, Team Lead, or Customer Experience Manager roles based on performance and competency development.
• Professional Certifications: Company‑funded support for industry‑recognized credentials (e.g., Certified Customer Service Professional, Microsoft Dynamics certification).

Work Environment & Culture – What It Feels Like to Be Part of LCI

LCI fosters an inclusive, purpose‑driven atmosphere where collaboration, respect, and empowerment are everyday norms. Our culture is built on these pillars:

• Mission‑First Philosophy: Every decision aligns with the overarching goal of improving lives for those who are blind or visually impaired.
• Diversity & Inclusion: A workplace where differences are celebrated, and accessibility is embedded in all processes.
• Flexibility: Remote work options, flexible scheduling, and a results‑oriented mindset give you autonomy to manage personal commitments.
• Team Spirit: Regular virtual “coffee chats,” quarterly on‑site gatherings, and employee resource groups nurture community connections.
• Recognition & Rewards: A robust acknowledgment system that celebrates both individual achievements and team milestones.

Compensation, Perks, & Benefits – Investing in Your Well‑Being

While the exact salary will be market‑aligned, LCI offers a comprehensive total rewards package designed to support your financial, health, and personal growth needs:

• Competitive Base Salary with quarterly performance incentives tied to customer satisfaction and sales metrics.
• Health, Dental, and Vision Insurance covering employee (and optional dependents) at no cost for basic plans.
• Life Insurance at no cost, providing financial protection for loved ones.
• 401(k) Plan with employer match and surplus‑sharing contributions to help you build retirement security.
• Paid Time Off (PTO) and ten paid holidays annually, encouraging work‑life balance.
• Employee Assistance Program (EAP) offering confidential counseling, financial advice, and wellness resources.
• On‑Site Health & Wellness Initiatives (available during quarterly visits), including ergonomic assessments and wellness challenges.
• Professional Development Stipend for conferences, certifications, or continuing education.
• Employee Referral Bonus for bringing in talent that shares our mission.

Simple Application Process – Your Next Step

Ready to make an impact? Applying is straightforward:

1. Click the Apply Now button.
2. Submit your résumé and a brief cover letter highlighting your relevant experience and why LCI’s mission resonates with you.
3. Our recruiting team will review your application within 5 business days and reach out to schedule an initial conversation.

Join Us – Bring Your Talent, Passion, and Purpose Together

At LCI, we don’t just offer a job; we offer a platform to change lives—yours and those we serve. If you thrive in a collaborative, purpose‑oriented environment, enjoy solving problems for real‑world customers, and are excited about a flexible remote role that still lets you connect in person quarterly, we want to hear from you. Embrace the opportunity to grow professionally while contributing to a cause that matters. Apply today and become a catalyst for empowerment, innovation, and exceptional customer experiences.

Apply Now