Customer Care Representative

Responsibilities

• Act as a key point of contact for all customer needs/activities
• Develop relationships and contacts with key channel partners and customers
• Proactively communicate with customers regarding order status and logistics issues
• Acts and plans in a manner that will meet customer expectations for order delivery (timing of payments due before shipping, shipping instructions, etc.)
• Acknowledge quotes and order entries timely and accurately
• Work with finance team to resolve issues (invoicing, credits, etc.)
• Resolve product/service problems swiftly by clarifying the customer's complaint; determining the root cause; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Assist with troubleshooting, returns, and Return Material Authorizations (RMAs)
• Obtain accurate information from customers regarding shipment methods and addresses, account information, and other vital data to ensure the correct product is delivered timely and to the correct end user
• Provide accurate information regarding availability of in-stock items
• Fill requests for catalogs or information
• Manage a high volume of incoming calls and emails
• Display excellent communication skills with all customers, visitors, and team members

• Protect company proprietary and confidential information in accordance with the company’s confidentiality policy
• Adhere to all company policies, safety regulations and ISO processes
• Attend and participate in required training and meetings
• Other essential duties as assigned

How This Role Impacts--And Provides Value To--Others

You will provide value to both our customers and our team members by being a reliable, trusted individual with high integrity. Value will be found in the image you present and tasks you complete. 

Systems Used

• Microsoft Suite (Outlook, Word, PPT, Excel, Project)
• SyteLine
• UKG

Requirements                                                                          

• College Degree in business or related field required.
• Minimum of 3 years of customer service experience in a technical industry.

• Strong customer orientation and ability to adapt or respond to individuals with a respect for individual cultures and characters.
• Ability to work with and communication in a friendly, professional manner with all levels of the Company, customers, and visitors by telephone, email, and in person.
• Strong ability to multi-task, prioritize, and manage your time effectively.
• Proficiency in MS Office and experience with MRP/ERP systems.
• Strong decision making and analytical abilities.
• Detail oriented with high levels of accuracy.

Compensation

This position is fulltime, hourly and non-exempt. Compensation typically follows industry median for Northeast Ohio/Great Lakes region. You may be eligible for an annual bonus. This is a mid to long-term, customer-interfacing role with some room for increased responsibility.

Career Path

This is a professional position responsible for presenting the image of Process Technology. From this position, there are opportunities to learn about other areas of the business, to take on some additional responsibilities and grow the position, or move into another position.