What are the responsibilities and job description for the Customer Relations Specialist position at Velcro Companies?
It’s a great time to join Velcro Companies!
Job Objective:
The Customer Relations Specialist’s primary responsibility is to provide a great customer experience, by answering and managing customer inquiries through the general phone queue, emails, and Salesforce. Continually look for opportunities to increase efficiency and improve processes that will enhance the customer experience and increase customer satisfaction. Team players are critical in promoting employee and customer satisfaction. This is hybrid position.
Essential Job Functions:
- Responsible for day-to-day servicing of existing customers through order processing, accurate and timely communication, problem resolution, and follow-through to fulfill customer needs.
- Assist customers with order management, provide information on pricing and stocking levels, and work to resolve pricing, billing, and shipping issues.
- Act as the primary contact for customers collaborating with internal departments (i.e. sales, marketing, manufacturing, and supply chain).
- Utilize the ERP system to enter and manage orders, process quality complaints, and research and resolve customer issues.
- Work in accordance with the organizational and departmental policies and procedures. Meet and exceed defined CRS metrics and objectives.
- Support management in proactively communicating with customers on open order/past due order issues.
- Maintain proficiency in the customer service systems, processes, product offering and workflow of critical functional areas outside of customer service.
- Responsible for covering co-workers’ absences i.e. vacation, sick, leave of absence.
- Assist with projects as assigned.
- Participate in ongoing training.
- Other duties and responsibilities may be assigned in order to support customer and departmental needs.
Minimum Job Qualifications:
- Associates degree preferred.
- Minimum of 3 years of experience in a similar customer service role preferred.
- Prior work experience in a manufacturing company is preferred.
- Knowledge of customer service principles and best practices.
- Proficient in MS Office applications; including Outlook, Excel, Word, and PowerPoint as well as Salesforce and Five9Experience with Oracle order entry preferred.
- Strong communication skills, both oral and written.
- Professional demeanor and proven conflict resolution skills.
- Passion for servicing our customers is a priority.
- Ability to maintain proficiency in the customer service systems, processes, product offerings and workflow of critical functional areas outside of Customer Service.
Key Competencies
- Critical thinking and problem-solving skills
- Planning and organizing
- Understanding of best practices for CRS organizational processes
- Decision-making
- Strong oral and written communication skills
- Teamwork
- Conflict management
- Ability to identify technical or customer issues needing escalation
- Adaptability
- Stress tolerance
- Work with all levels of the organization in an effective manner
- Technical/Functional Skills
- Learning Agility
- Time Management
- Organizational Agility
- Interpersonal Savvy
PERKS OF BEING PART OF OUR TEAM:
At Velcro USA Inc., we truly value our employees. We strive to support each and every employee by providing a safe and healthy work environment, challenging and rewarding careers, and opportunities for professional and personal growth. Velcro USA Inc. offers competitive pay, a comprehensive benefits package, and generous time-off designed to meet the needs of our workforce. Advancement and growth opportunities are offered and encouraged to all employees.
Health and Welfare Benefits:
Medical and Prescription Coverage (HSA and HRA Options)
Dental Coverage
Vision Coverage
Flexible Spending Accounts
Award Winning Wellness and Incentive Program
Life Insurance
Short- and Long-Term Disability
Business Travel Accident Insurance
Voluntary Accident & Critical Illness Insurance
EAP (Employee Assistance Program)
Retirement Savings Plan
401(k) Saving Plan with generous 5.5% Company match and Immediate Vesting
Time-Off Benefits
Paid Vacation Time
Paid Sick Time
Paid Parental Leave
13 Paid Company Holidays
Other Benefits and Programs
Tuition Reimbursement Program
Financial Wellness Benefit – Smart Dollar®
Employee Recognition Programs
Employee Resource Groups
Charitable or Educational Matching Gift Program
Employee Referral Bonus Program
Velcro Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.