Customer Care Representative

Your Role

The mission is to provide exceptional customer service through timely, accurate, and proactive communication while supporting Regional Sales Teams, customers, and internal stakeholders. This role provides customer support, coordinates logistics, maintains critical reporting and forecasting tools, and collaborates across departments to ensure accurate order visibility, timely communication, and a positive customer experience.

Order Administration & Customer Support

• Prioritize and respond to customer and Regional Sales Team requests received through phone calls, email, Microsoft Teams, and other communication channels.
• Create and manage MyQuest tickets for Regional Sales Teams, ensuring timely follow-up through completion.
• Enter equipment orders when requested by Order Administration.
• Process order changes, including:
• Address changes
• Delivery contact updates
• Utilize SAP, MyQuest, and other business systems to research customer inquiries, monitor order status, coordinate with internal departments, coordinate with product companies and provide timely follow-up to Regional Sales Teams and customers.

Inventory, Freight & Logistics

• Check equipment stock availability and communicate inventory status to Regional Sales Teams and customers.
• Provide freight quotes for equipment shipments.
• Enter 48-hour stock holds
• Coordinate with factories, warehouses, Product Line Managers, transportation providers, and internal and external vendors to obtain order and shipment updates.
• Expedite orders through the appropriate channels when requested or when delays are identified.
• Proactively monitor customer orders and escalate delays or other issues that could affect delivery.

Customer Communication

• Provide timely order updates to Regional Sales Teams and their customers by phone, email, or MyQuest.
• Communicate professionally with Regional Sales Teams, customers, factories, warehouses, Product Line Managers, transportation providers, and other internal and external contacts regarding:
• Order status
• Stock availability
• Delivery schedules
• Shipment delays
• Expedite requests

Reporting & Forecasting

• Maintain and update the Sales Order Tracking Tool by providing accurate and timely order status updates for all line items for specified regions.
• Prepare, maintain, and distribute Delay Reports identifying delayed equipment orders. Coordinate with factories and suppliers to determine the reasons for delays, communicate updates to Regional Sales Teams, and proactively expedite orders when appropriate.
• Maintain and update MSB Milestone Billing Reports to support milestone billing activities. Coordinate with Regional Sales Teams to confirm OTM completions, verify shipment and delivery status, and provide expected delivery dates for equipment that has not yet been delivered or for startups that have not yet been completed.
• Maintain and update Purchase Order AB lines with accurate delivery dates for interfaced and non-interfaced vendors to improve forecasting accuracy, support effective order management, and provide timely updates to Regional Sales Teams and customers.
• Monitor order line status and identify potential delays to improve forecasting accuracy, order visibility, and proactive communication.

Experience

• Five to ten years of relevant experience in customer service, order administration, logistics, supply chain, or a related field.

Education

• Associate degree in Business preferred or equivalent work experience.

Skills and Qualifications

• Customer-oriented with strong verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to build collaborative working relationships across multiple departments.
• Self-d…