Job Description

Job Description

Job Description

Customer Care Representative

Duluth, GA

A customer service-oriented individual will act as a liaison and provide product/services information. Resolve any emerging problems that our clients might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction. As a member of the customer service team, you will be building relationships, while supporting the growth of our team and our client’s business. As their one-stop connection to our team our clients get fast, friendly “Industry Best” service for inquires, issues and orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Complete ownership of order processing and administrative support for customers in Canada and United States
• All order entry functions for customer accounts, to include order pricing and terms verification, order entry, order confirmations, new customer establishment, quotation management, etc.
• Communication with customers via phone and email regarding pricing, terms, availability of product, order status, shipping information, lead times, etc.
• Collaboration with other departments such as Accounting, Sales, Technical Support, etc. to ensure a positive customer experience
• Coordination and communication with US-based shipping team, supply department and purchasing
• Administration and follow up on customer repair and credit return requests
• Participation in individual and team projects as needed
• Perform all other duties as assigned by business operations manager to meet the organization needs
• Other projects as assigned by the manager

Additional duties

• Respond promptly and professionally to customer inquiries and create “Tickets” for Product Specialists and Application Support as required
• Supports marketing activities
• Record details of customer interactions within our internal CRM System (A9)
• Maintains customer records by updating account information within A9
• Assembles paperwork (sales orders and credit card billing) for accounting to process
• Other office support as identified by management

COMPETENCIES:

• Proven dedication to outstanding Customer Service
• Attention to detail, thoroughness, and pride in your work
• Computer proficiency and comfort with learning new software programs; prior experience with business management systems preferred (SAP)
• Proven ability to learn quickly and retain information
• Adaptability and desire to work in a fast-paced, change environment; desire to help identify and execute improvements
• Excellent communication skills, both written and verbal
• Great organizational skills and ability to successfully multi-task and prioritize
• High energy and positive attitude
• Ability to work both collaboratively and independently; enjoys both team tasks and individual projects
• Intuitive, empathetic, and able to ‘think outside the box’ for creative solutions to customer issues
• Proficient in Microsoft Office including Word, Excel, and PowerPoint

EXPERIENCE/EDUCATION

• 2 - 4 years of Customer Service experience required, Associates or bachelor’s degree preferred or equivalent work experience

Job Tags

Similar Jobs