Customer Care Specialist - Parts & eCommerce

Exempt

The Customer Care Specialist will be responsible for managing customer opportunities from initial contact through successful order fulfillment and delivery. The position will focus on receiving and placing customer calls, identifying customer needs, ensuring the correct parts are identified for customer machines, tracking parts availability, vetting orders for accuracy, and following orders through fulfillment and shipping.

The Customer Care Specialist will also serve as a key resource for the company's eCommerce website, maintaining a complete understanding of website functionality, online parts searching, customer accounts, shopping cart and checkout processes, and order tracking. The position will assist customers with website navigation and troubleshooting issues that prevent customers from locating parts or completing an online order.

Key KPIs will include customer opportunities, call activity, call-to-order conversion ratio, order accuracy, customer follow-up, website-assisted orders, order fulfillment, and customer satisfaction.

• Receive inbound customer calls and proactively place outbound calls to customers to identify needs and opportunities.
• Work with customers to identify the correct parts for their specific machine, including verification of model, PIN/serial number, application, and other equipment information.
• Develop and maintain a complete working knowledge of the company website and online ordering process.
• Assist customers with navigating the website, locating parts, searching part numbers, using machine and model information, and completing online orders.
• Troubleshoot customer website issues include product searches, account access, shopping cart, checkout, payment, shipping, and order-status issues.
• Identify website or system issues that prevent customers from completing purchases and communicate those issues to the appropriate internal teams.
• Research part numbers, substitutions, supersessions, availability, pricing, and expected delivery dates.
• Track parts availability, backorders, emergency orders, incoming inventory, and other issues that may affect customer orders.
• Vet customer orders for accuracy prior to fulfillment, including part numbers, quantities, pricing, shipping information, and customer requirements.
• Monitor customer orders through the complete fulfillment process, from order entry through warehouse processing and shipping.
• Follow up with Parts, Purchasing, Warehouse, Shipping, eCommerce, IT, and other internal teams to resolve customer and order issues.
• Track shipments and proactively communicate order and delivery updates to customers.
• Follow up on open opportunities, quotes, abandoned orders, incomplete online orders, and customers requiring additional information.
• Identify additional parts and related customer needs that may create additional sales opportunities.
• Document customer contacts, opportunities, quotes, orders, website issues, and follow-up activities in the appropriate systems.
• Monitor daily customer-contact activity and analyze call-to-order ratios and other customer-care KPIs.
• Provide reporting and feedback on customer opportunities, conversion activity, website issues, order problems, and recurring customer concerns.
• Identify trends or recurring issues that may negatively impact customer experience, online conversion, order accuracy, or fulfillment.
• Collaborate with internal stakeholders to improve the customer journey from initial contact through completed order and delivery.
• Maintain a high level of knowledge regarding equipment, parts, product information, website functionality, and company ordering processes.
• Ensure customers receive accurate…