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Campbell Oil Company | BellStores, Inc. · Massillon, Ohio
Position Summary
The Customer Experience & Communications Coordinator serves as the primary point of contact for customer feedback, loyalty program support, social media engagement, online reputation management, community donations, and sponsorship requests. This position plays a critical role in protecting and enhancing the BellStores brand by ensuring customers receive timely support, concerns are addressed professionally, loyalty program issues are resolved effectively, and community partnerships reflect the company's values.
Working within the marketing department, this role collaborates closely with operations, store management, loyalty partners, and community organizations to strengthen customer relationships, improve brand perception, and support BellStores' commitment to exceptional service across all customer touchpoints. (update to primary contact)
Essential
Serve as the primary contact for all customer feedback, questions, and concerns received through email, phone, social media, website forms, and other communication channels
Investigate customer inquiries and coordinate with store teams to reach timely and satisfactory resolutions
Track, document, and categorize customer feedback to identify trends and opportunities for operational improvement
Ensure all customer inquiries receive prompt and professional responses
Loyalty Program Support
Manage customer loyalty program inquiries and account issues
Troubleshoot loyalty and mobile app concerns with customers and vendors
Coordinate with third-party partners to resolve technical and account issues
Monitor recurring issues and recommend improvements to enhance the member experience
Community Donations & Sponsorships
Manage incoming donation and sponsorship requests
Review requests against company guidelines and gather supporting information for leadership review
Maintain records of community investments, donations, and sponsorships
Coordinate communication with organizations regarding requests
Assist with sponsorship activations, recognition opportunities, and events
Social Media Monitoring & Engagement
Monitor BellStores' social media channels for customer feedback
Respond to customer inquiries and direct issues to appropriate departments for resolution
Identify emerging customer concerns, trends, or opportunities and communicate findings to the marketing team
Maintain a consistent and professional brand voice across customer interactions
Assist with community engagement efforts through social media platforms
Online Reputation Management
Monitor and respond to customer reviews across platforms including Google and other review sites
Track review trends, customer sentiment, and recurring concerns across all locations
Identify opportunities to improve the customer experience based on online feedback
Required
Strong organizational and time management abilities
Proficiency with Microsoft Office applications, including Outlook, Excel, and Word
Ability to manage multiple priorities while maintaining attention to detail
Professional and customer-focused mindset
Familiarity with social media customer service and engagement
2+ years of customer service, marketing, communications, retail, or related experience
Experience managing community partnerships, donations, or sponsorships
Details
| Company | Campbell Oil Company | BellStores, Inc. |
| Location | Massillon, Ohio |
| Type | FULL TIME |
| Niche | Full-time |