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

• Receives and enters customer purchase orders (written)
• Processes customer invoicing
• Provides product pricing
• Processes sample requests
• Processes RMAs
• Initiates CAPAs
• Provides order status for the customer
• Maintains the Customer Order Schedule using appropriate tools
• Builds sustainable relationships and trust with customer accounts through open and interactive communication
• Attracts potential customers by answering product and service questions and suggesting information about other products and services
• Fulfills communication procedures, guidelines, and policies implemented by the Director of Customer Care
• Solves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Provides accurate, valid, and complete information by using the right methods/tools
• Identifies and assesses customers’ needs to achieve satisfaction
• Communicates any changes to the customer and the appropriate internal personnel
• Facilitates CSI (Customer Service Index)
• Maintains “Safety and Housekeeping”
• Enforces and complies with policy and procedures to ensure a safe working environment

Secondary Functions

• Build solid relationships with customers

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
• Thorough computer skills to include the use of Advanced Order Entry
• Mainly indoor office work with sedentary physical activity