Job Description

Position:  Customer Care Representative

Location:  Morrisville, NC

Duration:  Full time, W2

Description:

As a Customer Care Representative, you will be responsible for providing superior customer service for all internal and external customers through excellent communication utilizing in-depth knowledge of company products, services, policies, and procedures. This position would provide coverage to our client’s Central and West Coast Region Customers.

Responsibilities:

• Contribute to the outstanding reputation of the company by always putting the customer first, treating fellow associates with respect, and conducting business with the highest integrity.
• Build, strengthen and maintain positive business relationships by establishing consultative rapport with customers.
• Act as point of contact for customer orders, quotes, sample requests, complaints, and compliments.
• Process customer sales orders, backorders and pick tickets timely and accurately.
• Make customer recommendations to optimize product mix and increase sales in orders, including suggestive selling and upselling of add on items.
• Make logistics and freight decisions based on cost and customer needs.
• Determine appropriate outside warehouse to process orders.
• Provide quick response to incoming customer order status and product knowledge requests.
• Partner with sales, marketing, purchasing, production, and shipping/receiving teams relating to customer orders, forecasts, and inventory accuracy.
• Perform outbound calls to customers to collect customer satisfaction information regarding promotional goods, services, or tradeshows.
• Process customer returns according to established department policies and procedures.
• Work closely with the credit department to resolve disputed credit items.
• Address customer issues and ensure effective and long-term problem resolution.
• Follow up to ensure that all requests and/or problems are resolved satisfactorily.
• Provide timely feedback to the company regarding service failures or customer concerns.
• Work closely with the Sourcing department to achieve appropriate and timely complaint resolution.
• Assist accounting department, as needed, in processing of customer invoices and credits.
• Maintain customer account information and communicate to other departments, as needed.

Required Skills:  

• Must possess customer service experience
• Possession of at least a high school diploma is required and a post-secondary degree is preferred
• Demonstrated aptitude for problem-solving; ability to determine solutions for customers Must be results-orientated and able to work both independently and within a team environment
• Must possess excellent verbal and written communication skills
• Must display a professional image in all settings
• Proficiency in using Microsoft Office Suite applications
• Customer service experience in a manufacturing environment and with an independent sales team is preferred
• Inside sales experience is valued
• SAP, Great Plains, Infor, Salesforce or other CRM system experience preferred