Rep, Customer Care II N02

Overview

Organization and Record Keeping : Maintain and place priority on ongoing "Continuous Improvement Plan".

Responsibilities

• Function as the primary contact for Customer Service related issues for the Customer. Successfully execute customer phone orders.
• Communicate with other groups in the organization (Inventory Control, FIS, Marketing) when it comes to the execution, tracking and processing of said order.
• Timely entry into ERP / CRM systems for standard orders which may require verification of payment terms, pricing, address accuracy, item numbers, PO#, ship date requests, freight terms, contracts and commission codes.
• Process Orders, RMAs, credits for customer accounts, obtaining and retaining all back up documentation and approvals.
• Effectively manage the inflow of telephone contact to maintain optimal service of customers needs and requests.
• Timely answer of telephone calls and effectively assist customers with their individual ordering, quoting or informational requirements.
• Offer continued support and timely follow up.
• Daily review of open order reports as well as other open issues for customer accounts, addressing any issues as required, including backorders, request dates, and credit hold. Respond to inquiries regarding the status of orders, product availability, and delivery and tracking information.
• Primary point of contact for communication with customers, inventory / purchasing, marketing, technical services group, corporate credit and warehouse to gain resolution and / or clarification on various issues pertaining to customer accounts / orders.
• Effectively adhere to and utilize company and division policies and procedures to assist with problem resolution.
• Ensure customer account issues are dealt with efficiently and issues requiring escalation are routed to the proper management channel.
• Communication Skills : ability to problem solve and make decisions and interact with internal and external customers of all levels.
• Perform other related duties and / or work as assigned.

Qualifications

Judgment and Independent Action

This position requires the ability to handle numerous responsibilities at one time. This position demands a professional and knowledgeable demeanor. The CCR must solve problems in a calm, logical fashion and treat each Customer with respect. The CCR has the authority to enforce company policies regarding pricing, shipments, return goods, price adjustment, etc., to decide whether or not a product is eligible for return, to issue credits to a customer\'s account for return goods, to determine the most economical or most expedient method for shipment in order to meet requested dates.

Independent Action : The CCR is often presented with challenges, which require effective decision making ability. These changing situations frequently demand an immediate response, which must support all company policies. Because the position works primarily independently, the Representatives are empowered with authority to make timely decisions within established guidelines. Each Representative is responsible for promoting a positive attitude to the internal and external customers. A perceived negative response to a customer\'s request could be detrimental to the company future sales.

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