Role Summary/Purpose The Customer Care Admin will be the first point of contact for orders that are causing delays for our shipping team. This position also interacts with our picking and shipping departments. You will provide timely feedback to the customer care team to resolve the delay issues and create a new plan for delivery.
Essential Responsibilities
In this role you are expected to meet appropriate and realistic targets set by leadership.
In the role of Customer Care Admin, you will:
• Maintain an expert understanding of all policies and order processing procedures as related to new orders, repair, calibration and services
• Follow appropriate case management processes to record and resolve issues that need to be worked on and cannot be resolved immediately
• Support on-time delivery and proactively manage the order to meet the commitment
• Manage backlog for select products, ensuring proactive communications on delivery issues
• Establish and maintain a highly effective relationship with
sales team, supply chain, engineering, Finance, direct customers and channel partners
• Drive continuous improvement cross functionally to
improve user satisfaction and support account penetration / growth
• Receive and resolve and/or escalate customer issues and
inquiries
• Develop product knowledge of those products which are being quoted or for which orders are being processed
• Participate in scheduled and self-directed training to
develop and maintain core competencies
• Ensure compliance and adhere to operational process which ensures compliance with US and other national
governmental regulatory requirements
• Provide phone coverage and work in a team environment to quickly address customer calls
• Perform all other duties as assigned by a manager
Qualifications/Requirements
• Associate degree in Business or related business discipline from an accredited college or university (OR High School Diploma / GED from an accredited school or institution with a minimum of 2 years of sales or customer service experience
Eligibility Requirements:
• Ability and willingness to work overtime, weekends and holidays, as required
• Ability and willingness to handle business sensitive and
confidential information
• Ability and willingness to consistently meet daily, weekly and monthly deadlines
Desired Characteristics
• Experienced Customer Service Representative
• Experience working with sales organizations and customers
• Experience using business ERP systems (SAP)
• Experience with case management (Sales Force.Com)
• Computer proficiency (PowerPoint, Excel and other Microsoft Office Programs)
• Strong written and verbal communication skills
• Strong problem solving and project management skills
• Professionalism to interact with internal and external customers
• Strong customer focus
• Ability to multi-task and succeed in a fast-paced environment
• Strong organizational skills
• Meet and/or exceed all customer requirements in addition to departmental metrics
• Promote and works well within a team atmosphere and
practices shared values
• Cross functional capability to support other Customer Care locations including phone support, general inquiries, quotes and orders