Customer Care Representative

at Habasit
Location Suwanee
Date Posted April 30, 2021
Category Trades & Services
Call Centre / CustomerService
Job Type Not Specified

Description

OVERVIEW OF POSITION:

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 satisfy
  • 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 discrepancies before the order is released to Production and acknowledged 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.

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