Customer Care Representative

The Customer Care Representative (CCR) is responsible for providing best in class support for IEWC customers. Managing the day to day customer activities such as customer orders, presale inquiries, and post-sale transactions, the CCR works collaboratively with internal partners applying excellent customer service and communication skills, order management capabilities and system knowledge to support given territories and meet the daily needs of the customer.

The CCR represents IEWC brand and value proposition and is a “face to the customer” in their daily activities.

• Manage customer orders timely and to the highest level of accuracy by:
  Reviewing customer purchase orders (PO); reviewing PO to Customer Material Information (CMI); and entering order into SAP & Rubicon.
• Respond to all customer inquiries with sense of urgency and first contact resolution.
• Run back/late order report and collaborate with customers to manage appropriate expectations and proactively resolve problems.
• Administer customer order changes, expedites, tracking and cancellations.
• Assist in updating customer and material information promptly in SAP & Rubicon.
• Administer sample requests from customers and Sales team.
• Process all incoming emails, calls and faxes promptly and to the highest level of accuracy.
• Work independently with minimal supervision in a fast-paced environment.
• Contribute to process efficiency and customer experience continuous improvement efforts.
• Resolve product or service problems by: clarifying customer complaint; determining the cause of the problem, creating a return authorization; providing customer with best solution to solve the problem expediting correction or adjustment and following up to ensure resolution.
• Work in SAP, Microsoft Word, and Excel.
• Work with the appropriate sales person to service the customer on any changes in the Customer Master file.
• Actively participate in opportunities to improve individual knowledge of the company, products, markets and systems.
• Uses continuous improvement methodology and internal and external resources to enhance customer experience and drive process efficiency.
• Proactively collaborate with the other team members to provide support and share information to ensure daily tasks are completed and both customer and business needs are met.
• Maintain and enhance technical competency and customer service skills.
• Actively works toward and contributes to the success of all individual and team goals/metrics.

• High school diploma or equivalent required; associates or bachelor’s degree preferred.
• 6 months + of CS experience in any industry.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret an extensive variety of technical and business information and deal with several abstract and concrete variables.
• Ability to work with Microsoft Office (Outlook, Excel, Word), CRM (Salesforce), ERP systems (SAP) and other standard current computer applications.