Customer Care Representative

Job Purpose

To learn and understand the goals and objectives of the company/department. Demonstrate commitment and enthusiasm for quality to exceed client expectations, ensure service levels are clearly understood. Establish a pleasant working relationship both internally and externally. Provide the "end to end customer experience."

• Answer general Customer Questions via Email and Phone.
• Demonstrate the skills and product knowledge required to perform job functions.
• Knowledge and use of electronic catalog and Global website.
• Learn to navigate the AS400.
• Support Customer Care Operations for Dealers and Territory Managers.
• Process Demo requests.
• Check order status/electronic orders.
• Provide product information and pricing.
• Process credits, return authorizations and factory charge backs.
• Process Parts Express, Warranty and Replacement Orders.
• Submit changes or cancellations on orders with assistance from Lead, Supervisor or DC Services.
• Track shipments.
• Research and resolve customer inquiries.
• Review appropriate daily reports.
• Follow and adhere to department/company guidelines.
• Daily check-in with Customer Care Supervisor.
• Attend weekly Teams meetings with Supervisor.
• Working to meet Time to Reply Average for response time.
• Escalate open issues with no response to supervisor.
• Maintain an open issue log.
• Participate in all Global Teams training meetings.
• Other duties as assigned.

Job title Customer Care Representative

Reports to Customer Care Supervisor

To learn and understand the goals and objectives of the company/department. Demonstrate commitment and enthusiasm for quality to exceed client expectations, ensure service levels are clearly understood. Establish a pleasant working relationship both internally and externally. Provide the "end to end customer experience."

• Answer general Customer Questions via Email and Phone.
• Demonstrate the skills and product knowledge required to perform job functions.
• Knowledge and use of electronic catalog and Global website.
• Learn to navigate the AS400.
• Support Customer Care Operations for Dealers and Territory Managers.
• Process Demo requests.
• Check order status/electronic orders.
• Check inventory.
• Provide product information and pricing.
• Process credits, return authorizations and factory charge backs.
• Process Parts Express, Warranty and Replacement Orders.
• Submit changes or cancellations on orders with assistance from Lead, Supervisor or DC Services.
• Process Order Addendums.
• Track shipments.
• Research and resolve customer inquiries.
• Review appropriate daily reports.
• Follow and adhere to department/company guidelines.
• Daily check-in with Customer Care Supervisor.
• Attend weekly Teams meetings with Supervisor.
• Working to meet Time to Reply Average for response time.
• Escalate open issues with no response to supervisor.
• Maintain an open issue log.
• Participate in all Global Teams training meetings.
• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience or military equivalent.
• Articulate email, fax and verbally communicate in a clear and concise manner.
• Read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Knowledge of Microsoft Office programs (Excel, Word, etc.).

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

While performing the duties of this Job, she/he is regularly required to sit and use hands to finger, handle, or feel. She/he is frequently required to talk or hear. Occasional walking is required; reach with hands and arms and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, color…