Customer Care Representative II- Sales

Working

Location:

Minnesota, Brooklyn Park;
Pennsylvania, Center Valley. Workplace Flexibility:
Hybrid.

The Customer Care Representative (CCR) Level II will oversee the processing and fulfilment of customer orders and respond promptly to customer requirements, inquiries, and requests. They will provide an exceptional level of customer service by answering inbound calls quickly and efficiently to achieve the most optimal level of satisfaction to our customers.

• Organization and record keeping to maintain and place priority on ongoing Continuous Improvement Plan.
• 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 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, and credits for customer accounts obtaining and retaining all backup 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.
• Perform other related duties and/or work as assigned.

• High School Diploma or equivalent required.
• Two (2) to three (3) years experience in Customer Service required.
• Demonstrates strong organizational skills.
• Strong propensity to multi‑task.
• Detail and results oriented.
• Proactive/takes initiative.
• Maintains a positive attitude and works well within a team environment.
• Handles stressful situations in a fast paced environment.
• Effectively prioritizes workload/ good time management.
• Excellent verbal and written communication/customer service skills.
• Available to work flexible hours.
• Judgment
  
  Required:
  
  This position requires the ability to handle numerous responsibilities at one time with a professional and knowledgeable demeanour.

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, and 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 Representative is 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’s future sales.

• Associate's Degree preferred.

• Competitive salaries, annual bonus and 401(k)
  * with company match.
• Comprehensive…