What are the responsibilities and job description for the Customer Care Specialist position at Taco Family of Companies?
As a family-owned and operated company, we feel a special obligation to the employees who comprise our Taco family. We are committed to offering employees access to the tools necessary to live long and productive lives. We strive to instill in all of our employees:
- A positive mental attitude that helps us to be a leader in the industry
- A commitment to building strong relationships, both inside and outside the organization
- A desire to learn, grow, and contribute to moving our strategy forward
- A need to create and to innovate
Employment Type: Regular Full Time
Shift: 1st Shift
Work Status: Hybrid
Position Summary
The Customer Care Specialist is responsible for maintaining the "Order to Cash" process through CRM system (Order Entry, Inventory Allocation, Expediting, Credit, Shipping etc.). Ensures optimal Customer Service to the Regional Manager/Customer/Representative through efficient use of resources, information, analysis, and problem-solving.
Measures of success:
- Reduce resolution time on customer inquiries (Salesforce)
- Increase customer satisfaction (Individual/Team VOC Satisfaction Rating)
- Increase on-time delivery results (Individual On-Time Shipment Percentage)
- Business Training Tools Usage and Accuracy (Individual Scores)
Responsibilities
Responsibilities include but are not limited to:
- Interpret/analyze customer requirements and process sales orders from written, electronic, or phoned orders, including product selection, converting information into internal part numbers, pricing requirements, lead time, freight mode, shipping schedules and descriptions for entry into system.
- Accurately create, update, and maintain new and existing customer inquiries/files within Enterprise Resource Planning (ERP)/CRM/web portal tools, sales orders, return merchandise authorizations, expediting, product pricing and shipping details, etc.
- Troubleshoot all order issue inquiries that are moderate to complex in nature during the "Order to Cash" process.
- Aid in resolutions within a complex supply chain allocation process by proactively monitoring customer orders, shipment schedules and coordinating the release of shipments.
- Communicate with Credit Manager for all accounts on "Credit Hold". Advise shipping and production departments in a timely manner as accounts go on and off credit hold.
- Evaluate and approve debits/credit claims and forward proper documentation to accounting for processing.
- Answer basic technical questions and refer more complex technical questions to the proper personnel.
- Maintain and adhere to International Organization for Standardization (ISO) 9000 procedures.
- Coordinate with Taco's import/export compliance staff and customers/representatives for special documentation requirements.
- Analyze and process warranty claims, customer returns and exchanges as well as damage, loss and/or repair claims, proofs of delivery, shipment shortages and overages.
- Provide continuous support and training on all aspects of Taco Web Portal Tool (BuyTaco) for assigned customers/representatives.
- Assist in periodic customer/representative team meetings (internal and external) to align forecasting/order fulfillment and key customer metric requirements, etc.
- Performs other related duties as required or directed.
Qualifications
Required:
- Associate degree; significant applicable experience acceptable in lieu of degree
- 8 years of customer service experience working in an inside sales or customer service support role
- Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.)
- Experience using ERP systems (Epicor a plus) and CRM systems (Salesforce a plus)
- Excellent customer service, communication (oral/written) and organizational skills
- Strong initiative, analytical and problem-solving skills
- Detail oriented and possesses ability to handle multiple priorities with sound judgement and in a timely manner
- Manufacturing/Supply Chain knowledge
- Ability to work well in a team environment
- Travel up to 10% of time for conferences, customer/rep sites, training, etc.
Preferred:
- Bachelor's degree in Business or Marketing
- Bilingual – English and Spanish speaking
- HVAC/hydronic system, electrical motor, fluid-flow, and general mechanical knowledge
Work Environment:
This position works primarily in an office environment using computers and technology. Verbal and auditory capability are required. Occasional exposure in production plant where large equipment and noise are prevalent. Safety gear is required in these areas.
Hybrid - This position may work from home up to 2X/week if performance is in good standing.
Benefits
With nearly 1,000 people working at Taco worldwide, each with their own story, you will discover a sense of community and diverse, intelligent colleagues who help us innovate, create and explore.
Taco employees benefit from a company that:
- Provides competitive salaries and benefits
- Offers tuition reimbursement, career development, and on-site training programs in our learning center
- Believes in sharing profits with its employees
- Is mindful about family, health and well-being
- Fosters conditions that allow people and communities to reach their full potential
- Embraces and celebrates diversity