Responds to customer's inquiries or complaints regarding company's products or services.
RESPONSIBILITIES OF THIS POSITION - CUSTOMER CARE
Responsibility to Customer
Provides customer assistance in a professional and friendly manner.
Responds promptly to customers' inquiries or complaints and provides updates until resolved.
Follows up to ensure customer satisfaction.
Develops a thorough knowledge of company policies, procedures, products and services.
Communicates directly with customers concerning orders, returns, shipments and products.
Proactively informs customers of out-of-stock situations and late or potentially late shipments. Provides them with lead times and options.
When designated as a "contact CCR" for challenging accounts, develops and manages that account relationship in a professional and targeted manner.
Consistently provides updates to customers regarding their orders or quotes.
Determines best method to resolve complex customer care problems to ensure customer satisfied
Runs Open Order report daily to stay on top of orders and to keep customers informed of the status of their orders.
Generates RMAs when requested and provides as much detailed information as possible.
Initiates orders for correcting mis-shipments, production errors, etc. as needed.
Processes Expedited orders and communicates with Production and Shipping to effectively meet customers' needs.
Provides any additional assistance as requested.
Quote Generation
Enters quotes accurately and timely according to current departmental KPI.
Ensures information within quote is correct before acknowledging to the customer.
Order Generation
Enters orders accurately and timely according to current departmental KPI.
Reviews Print Preview against quote and/or customer's PO to resolve all descrepancies before the order is released to Production and acknowledge to the Customer
Processes Order Change requests and informs Production and Shipping accordingly.
Follows up on Order Entry holds, Credit holds, Out-of-Stock inventory issues and late orders daily.
Responsibility to Team
Provides guidance and mentoring to less experienced CCRs.
Supports distribution of work between team members and seeks opportunities to offer assistance to fellow team members.
Respects team members through maintaining schedules or communicating changes to the team.
Logs into phone queue each day for full shift and consistently answers and "owns" calls, performing soft call transfers only as necessary
Responsibility to Sales
Willingly assists KAMs and ABMs with questions and concerns regarding customers and their needs.
Seeks out additional resources such as Technical and Marketing to assist with customer applications and sales requests.
Upsells or solicits sales from customers as opportunities arise.
Responsibility to Self
Embraces PRIDE values outlined below.
Seeks out opportunities to grow and learn
Provides suggestions for process improvements and best practices
Enjoys the job while maintaining a sense of humor!
COMPETENCIES/SPECIFIC EXPERIENCE OR TRAINING PREFERRED:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements/preferences listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Preferred - Bachelors Degree in Business Administration, Marketing or Related Field
Preferred - 5 years experience in customer service, sales and/or marketing
Preferred - 2 years experience with ERP software
Preferred - High Competency with customer service issues
Preferred - High Competency with MS Word, Excel, PowerPoint, CRM Applications