Alltrista - Representative, Customer Care

Position Summary

Responsible for understanding & representing the “voice of the customer” inside of Alltrista. This includes all aspects of ensuring customer satisfaction including quotations, samples, and order fulfillment.

Primary Functions

• Receive and enter customer purchase orders (written)
• Process customer invoicing
• Provide product pricing
• Process sample requests
• Process RMAs
• Initiate CAPAs
• Provide order status for the customer

Efficiently Maintains the Customer Order Schedule

• Maintain the Customer Order Schedule using the appropriate tools available including business software and production monitoring software

Builds Sustainable Relationships and Trust with Customer Accounts

• Through open and interactive communication
• Answer product and service questions
• Provide suggestion information about other products and services

Follows Communication Procedures, Guidelines, and Policies

• Implemented by the Director of Customer Care

Solves Product or Service Problems

• Clarify the customer’s complaint
• Determine the cause of the problem
• Select and explain the best solution to solve the problem
• Expedites correction or adjustment
• Follow up to ensure resolution

Provides Accurate, Valid, and Complete Information

• Using the right methods/tools

Identifies and Assesses Customers’ Needs

• To achieve satisfaction

Communicates Any Changes to the Customer and Appropriate Internal Personnel

Facilitates CSI (Customer Service Index)

Establishes and Maintains “Safety and Housekeeping”

• Enforcement of and compliance with policy and procedures
• To ensure that the results conform to planned and/or desired results
• To assure a safe working environment is maintained

Establishes and Maintains “Safety and Housekeeping”

• To achieve Alltrista’s vision of safety and a “dazzingly clean” work environment

Position Specifications

• 3-5 years of experience in Sales or High-level Customer Service/Inside Sales in a manufacturing environment
• 1-2 years of negotiation experience
• Basic understanding of ERP systems
• Basic understanding of HubSpot
• Strong phone contact and email handling skills and active listening
• Totally thorough computer skills to include the use of Advance Order Entry
• Mainly indoor office work with sedentary physical activity