Customer care representative

Job Title : Customer Care Representative

Essential Duties and Responsibilities

• Coordinates with Sales Team to triage incoming Customer Service tickets.
• Works directly with customers on returns and problem resolutions.
• Responds promptly to customer inquiries in a professional and courteous manner.
• Provides accurate information about products, services, and company policies.
• Performs parts searches in SAP for inventory availability or ordering capabilities and responds to customers in a timely manner
• Completes Sales Orders / Invoices in SAP; collects cash / check or processes credit card payments.
• Provides price quotes to customers utilizing company standards for pricing and for accurate freight quotes.
• Initiates internal investigations, root cause analysis, and corrective actions as warranted.
• Documents the Cost of Quality.
• Communicates with Finance Team to initiate credits and charges to customers.
• Coordinates with Supply Chain when re-work or exchanges are required.
• Authorizes field repair when necessary to meet customer needs and minimize costs.
• Addresses and resolves customer concerns, complaints, or issues with a positive and empathetic approach.
• Investigates and analyzes customer problems, identifying root causes, and proposing effective solutions.
• Collaborates with other departments to ensure timely resolution of complex issues.
• Escalates unresolved problems or concerns to appropriate teams for further assistance.
• Maintains a deep understanding of our products / services to effectively assist customers.
• Accurately documents customer interactions and the steps taken to resolve issues.
• Compiles and maintains records of customer inquiries, comments, and complaints for analysis.
• Strives to exceed customer expectations and contribute to overall customer satisfaction.
• Gathers feedback from customers and provides insights to improve products or processes.
• Works collaboratively with other customer care representatives to share knowledge and best practices.
• Participates in team meetings and training sessions to stay informed about company updates and improvements.
• Assists in training new customer care representatives as needed.
• Performs all other duties as assigned.
• Complies with the requirements of the company's ISO 9001 Quality Management System (when required).

Physical Requirements

• Ability to stand, climb, bend and kneel on an occasional basis.
• Prolonged periods of sitting at a desk and working on a computer.
• Regular manual dexterity / coordination : hand / eye movements, motor control.
• Regular visual effort : concentrated reading of documentation or close viewing of computer displays.
• Able to push, pull and lift up to 50lbs. on an occasional basis.

• High School graduate, or equivalent work experience.
• Proven experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Empathetic and patient demeanor when dealing with customer concerns.
• Ability to work in a fast-paced environment and adapt to changes.
• Basic computer skills and proficiency in relevant software applications.

Preferred Education / Experience / Skills

• Prior customer service experience is a plus.

Last updated : 2024-09-26