Customer Care Representative

Description

(Overall purpose of this position)

• Perform a broad spectrum of customer service functions to fulfill customer needs and assure customer satisfaction.

(The following description is a general representation of the key duties and responsibilities of this

position. Other duties may be assigned, as required.)

• Assure the accurate and timely processing of customer transactions (orders, quotes, catalogues/sample requests and returns) to assure customer satisfaction.
• Gather customer information and identify products that meet customer needs; recommend potential products or services to management; generate sales leads.
• Provide technical customer service; educate customers on product features and benefits.
• Set-up and maintain customer files; maintain records of all sales activities.
• Resolve product or service problems; clarify complaints, determine cause and identify solution, expedite correction and follow-up to assure resolution.
• Process product recalls
• Sell products and services. Maximize promotions.
• Establish and maintain effective customer relations.
• Provide support to outside sales representatives.
• Serve as a member of the Sales/Customer Service team, providing assistance and support as required; provide coverage and serve as back-up to other sales representatives.

Specific knowledge, training or skills required to perform the duties of this position. Specific concepts, courses, training programs or required certifications:

(To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Thorough knowledge of company products.
• In-depth interpersonal skills: demonstrated ability to handle all types of customers in a tactful, effective manner. Conflict resolution skills.
• In-depth listening and oral communication skills, including demonstrated telephone skills.
• Basic knowledge of telephone sales.
• Computer proficiency:
  Microsoft Office Suite
• Analytical and problem solving skills.
• Organization and prioritization skills; demonstrated attention to detail.

(The physical demands and work environment described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Ability to see, communicate, hear and utilize electronic devices.
• Office work environment.

• Moderate level of customer service and/or inside sales experience.