Customer Care Order Management Representative​/Account Manager

Customer Care Order Management Representative / Account Manager

Weare based out of Morristown, NJ and we have been providing contingent labor to our clients for last 25 years. In 2015 we placed more than 6,000 contractors across select 100+ clients that we service. End client for this project is a large legal organization with operations in more than 100 countries and has more than 50,000 employees around the world. For eight consecutive years, Fortune has named this company as World’s ‘Most Admired Companies to work for’.

Job Title:
Customer Care Order Management Representative

Important Note:
Please note that this is NOT a call center position, seeking candidates with Order and/or Account Management experience

• Training will be provided on first shift (8:00 AM – 5:00 PM) for several weeks.
• After the training period is completed it will be expected that the worker will move to either a 9:00 AM – 6:00 PM or 10:00 AM – 7:00 PM shift.

• The Customer Care Order Management Representative provides factory-based support to end-user customers and dealers seeking product information, technical information through prompt assistance to customers through various mediums acting as a customer advocate.
• Order management utilizes the knowledge and understanding of supply chain management processes and works side by side with clients to provide customizable logistic solution tailored to the individual customers’ needs.

• Demonstrates positive attitude and willingness to learn
• Takes initiative to suggest improvements and able to define possible solutions
• Communicates effectively with team members to build a great working environment
• Displays a customer focused approach and passion to support customers
• Responsive and adaptable to new challenges
• Demonstrates strong work ethics acting as an example to others
• Able to multi-task at high levels with multiple programs running and managing all medias

• Document customer interactions information within Client, strengthening the link between the customer and the factory
• Build a professional relationship with customers to increase loyalty in the products
• Ability to maintain professionalism with composure and resilience
• Provide Intermediate direct and prompt assistance to customers through various client media (phone, email, letter, and fax), acting as a customer advocate
• Resolve less common customer issues through a broad understanding of Client processes, systems, and practices
• Ability to work in a cross-functional organization, building relationships and managing conflict with customer
• Ability to elevate internally and externally as required providing documentation throughout process
• Willingness to share information by providing assistance to peers while having openness to learning and contributing to the development of a positive work environment within Customer Care
• Support contact center quality improvements and response targets
• Ability to be flexible with time constraints and scheduling if applicable

• While a minimum of a High School Diploma is required, the manager would prefer to see someone with an Associates or even a Bachelors’ Degree
• Minimum 2 years’ experience in a customer support role is preferred
• Familiar with computer related programs such as MS Suite (Word, Excel, Power Point, etc.), Internet, Intranet, etc.
• Able to type 30 WPM
• Representatives should be Intermediate (familiar to proficient) in the application of customer service knowledge/skill set in a wide range of work situations
• Ability to manage conflict and diffuse situations to provide optimal resolution
• Should possess Intermediate (familiar to proficient) skills in planning/organizing, problem solving, attention to detail, accuracy, and professionalism
• Management of assigned accounts/end users/distributors/ in house customers aligned with Service Level Agreement that includes but not limited to daily/weekly/monthly reporting measures, communication with details, follow through with deliverables, etc.
• Able to advise of status at any time throughout the process of customer experience
• Work with internal Customer Care employees, distributors, suppliers, and other business units to maximize service to customers