We are looking for a Customer Care Specialist. The Customer Care Specialist is responsible for:
PRINCIPAL RESPONSIBILITIES, DUTIES & TASKS (list in order):
● Process incoming orders (EDI and manual), utilizing current lead time policy, communicating with the customer as needed for clarification, and providing Sales Order Acknowledgment at completion, within defined service levels.
● Assume ownership of order accuracy, using a high degree of attention to detail to ensure customer satisfaction is maintained and negative financial impact is avoided.
● Maintain appropriate level of availability in phone system, delivering professional and engaging customer service.
● As needed, communicate across departments by coordinating order logistics and specifics to ensure order fulfillment.
● Responsible for day-to-day management of assigned accounts (if applicable) ensuring high customer satisfaction by providing friendly, reliable customer service from order entry to order delivery.
● Create and foster positive customer relationships through daily/weekly interaction, proactive communication, and excellent service.
● Provide the highest level of customer service by understanding the importance of owning the customer relationship.
● If applicable, regularly attend production meetings, making scheduling or order changes as needed, and communicating order concerns if needed.
● Work as a liaison between the customer and business functions to resolve customer concern/incident, including researching and collaborating with all parties to make decisions that are best for all involved.
● Facilitate collaboration during issue resolutions between sales and operations team to ensure quick assessment & resolution on any customer concerns/incidents, such as product substitutions and pricing.
● Manage workload and customer communication through Salesforce, following defined processes for case management.
● Fosters a culture of continuous improvement within the Customer Service team by actively seeking improvement opportunities, and developing and partnering with leadership to implement solutions.
● Demonstrate knowledge of products, their use and how they relate to other products, to provide general product-related technical assistance to distributors, retailers, contractors, architects, and homeowners.
● Perform any other job-related duties that the Customer Care Supervisor/Manager may assign or deem appropriate.
Qualifications:
● Minimum of 2 years experience in a customer-facing role
● Motivated and positive team player
● Experience using the Microsoft Office Suite of products (Word, Excel, Outlook)
● Attention to detail and accuracy is critical. Must have the ability to perform basic math calculations and measurements.
● Demonstrated strong organizational skills. Demonstrated ability to handle multiple tasks and move between activities that require immediate response
● Demonstrated written/verbal communication skills
● Demonstrated problem solving and decision making skills while deploying sound judgement
o Benefits available to contract/temporary professionals, include medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information