Customer Care Specialist

Job Type

Full-time

Description

Norix designs, manufactures and delivers innovative, robust furniture that meets the real-world needs for humanizing challenging environments. We have been a certified Great Place to Work for the last four years and currently have an opening in our beautiful LEED Gold location in West Chicago.

Summary:
The Customer Care Specialist cultivates strong relationships with customers, sales reps and sales managers. This is not your traditional customer service role - this is account OWNERSHIP and solving problems!

Schedule: Monday - Friday 8am - 4:30pm with a 30 minute lunch break.

Duties/Responsibilities:

• Responsible for customer account management, maintenance, and record keeping in the ERP.

• Manage tax exemption status, file tax certificates, and delivery information forms.

• Enter orders, manage or escalate any concerns and ensure that appropriate changes were made to resolve customers' concerns.

• Interact directly with customers and sales team via email and phone.

• Support sales and business development initiatives when new options are available or where it would appropriately support the customer's needs.

• Confirm the lead time with purchasing and production for any orders over capacity.

• Communicate and collect payment for pre-pay orders.

• Provide order status, tracking, and help expedite deliveries.

• Follow-up with purchasing and production departments to research and document any delays and issues with orders.

• Proactively communicate delays to the customer before the estimated ship date.

• Check daily if orders are complete, confirm if the customer is ready to accept delivery, collect payment if needed, & initiate the shipment with distribution dept.

• Resolve any delivery issues with the customer, distribution, and the carrier.

• Manage customer complaints, replacements, warranties, and returns.

• Issues credits, sends order acknowledgements and composes letters to customers and potential customers.

• Coordinate product installation with the installation coordinator.

• Calculate and assess storage fees if the customer is not ready for their order.

• Assist sales with getting pricing and information for custom product requests.

• Work with price lists and/or other department heads to determine charges for services requested; collect deposits or payments or arrange for billing.

• Route qualified opportunities to the appropriate sales reps for further development.

• Help answer any phone calls not answered by the receptionist.

• Follow up post-sale with customers to ensure / enhance customer experience & create brand / company loyalty. Document opportunities for improvement.

• Other related duties as needed or assigned.

Requirements

Required Skills/Abilities:

• Basic understanding of company products and services

• Honest, understanding and empathetic demeanor

• Ability to remain calm under pressure

• Strong problem solving skills, driven to succeed and capable of handling a variety of details throughout the entire sales process

• Ability to work independently as well as within a team

• Demonstrated passion for providing great customer service

• Excellent verbal, written communication, interpersonal and organization skills

• Ability to effectively interact with all levels of personnel in a fast-paced environment, handling multiple priorities at once with a positive attitude

• Proficient with Enterprise Resource Planning systems (Net Suite a plus), Customer Relationship Management tools, and MS applications (Outlook, Excel, Word)

• Willing to learn/adapt in a fast-paced environment.

Education/Experience:

• High school diploma or equivalent combination of education & experience

• 1 year experience in a relevant customer-oriented role

• Inside sales experience a plus

• Experience working at a manufacturer a plus

Physical Requirements:
General office environment - must be able to sit, walk, stand; use hands to handle or feel; reach with hands and arms; climb or balance; stoop, kneel; talk and hear. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits include:

• Base plus annual bonus opportunity based on achievement of company…