Sr Customer Care Representative

Sr Customer Care Representative

Part of the Supply Chain Team, you are the driving force that coordinates the end-to-end flow of materials, information, and resources, from suppliers to customers. This role encompasses demand forecasting, procurement, production planning, and supplier relationships. The ideal candidate will have a strong understanding of supply chain principles, exceptional leadership and problem-solving skills, and the ability to enhance efficiency and reduce costs.

The Sr Customer Care Representative will work as part of the Customer Care team to provide a premier customer experience to our retail and trade clients. The ideal candidate will possess excellent communication skills, a strong customer service orientation, and the ability to efficiently address and resolve inquiries from our trade partners. This role requires a proactive approach to problem-solving and a commitment to ensuring a positive customer experience.

This position will enjoy a hybrid work arrangement.

Responsibilities include:

• Responding to a heavy volume of phone calls and emails related to order inquiries.
• Expediting orders, tracking shipments, and investigating shipping problems.
• Developing a relationship with the customers they serve by channel (retail, trade, etail) utilizing data to proactively improve the customer experience.
• Assisting our customer with order entry to the Business Portal as necessary. Promoting the BP as the preferred method of order entry. Utilizing open order reports to proactively resolve customer issues.
• Responding to Divisional Sales Leaders' and National Account Leaders' requests for customer service issues.
• Liaise with Sales, Supply Chain, Marketing, and Customer Service/Order Entry teams.
• Investigating and resolving customer issues in a timely and efficient manner in accordance with established service levels (KPIs). Satisfying customer inquiries that relate to product questions, lead times, printed materials or the American Standard website. De-escalation of customer complaints working closely with operations and sales in a timely manner to bring issues to resolution.
• Possessing an understanding of pricing programs and promotions and effectively communicating this to our customers.
• Developing and maintaining in-depth knowledge of products and services to provide accurate information and support to trade and wholesale customers.
• Working on special projects as necessary.

Qualifications:

• High school diploma required. Post-secondary education a plus.
• 3+ years' of customer service experience/account management preferably in a trade or B2B environment.
• SAP experience required. Strong verbal and written communication skills. Self-motivated with a desire to learn and grow. Flexibility to adapt to changing priorities and a dynamic work environment. Ability to work independently as well as collaborate effectively with internal teams to ensure comprehensive customer support. A customer-centric mindset with a commitment to exceeding customer expectations. Strong problem-solving skills with a solution-oriented mindset.
• Salesforce knowledge is a plus. Industry knowledge a plus.

Hiring Range:
The Hiring Salary Range for this position is $52,000.00 - $58,000.00 annually. (Salary offer to be determined by the applicant's education, experience, knowledge, skills, location, and abilities, as well as internal equity and alignment with market data.)

EEO Statement: AS, AMERICA INC. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law. Only at LIXIL's request preferred vendors may be invited to refer talent for specific open positions.

In such cases, a current and fully executed agreement with LIXIL must be in place.

Recruitment & Staffing Agencies: AS, AMERICA INC does not accept unsolicited resumes from any source other than candidates. The submission of unsolicited resumes by recruitment or staffing agencies to AS, AMERICA INC. or its employees is strictly prohibited unless contacted directly by AS, AMERICA INC. internal Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of AS, AMERICA INC.

and will not owe any referral or other fees with respect thereto.