Customer Care Representative

Summary of Job Responsibilities

Delivers exceptional service for our customers by communicating product and service information, resolving product and service issues and managing quotes and order requests to make it easier for customer to do business with us.

Essential Duties and Responsibilities

• Manages end-to-end customer order processing from purchase order receipt to product shipment
• Handles inbound phone calls, chats and customer support email requests
• Professionally resolves internal and external customer issues promptly and thoroughly
• Provides answers to general technical product questions
• Supports the sales team with pricing and general product assistance
• Coordinates product returns and repairs
• Expedites shipments when necessary
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of the customer and the company.

Knowledge, Skills and Required Abilities

• Manages moderate inbound calls and order volume with high service availability
• Maintains high order accuracy
• Maintains high customer satisfaction scores
• Quickly learns general technical product details
• Understand pricing levels and unique customer preferences
• Supports new product launches
• Participates and provides expertise as a member of the customer service team. The team's objectives are to develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service team as a whole.

Education and Experience

• Energetic and customer-focused
• Excellent interpersonal, verbal and written skills
• Pleasant, patient and friendly attitude
• Creative problem solver
• Versatile and able to multi-task
• Strong work ethic
• Team collaboration and dependability
• Requires high degree of accuracy
• High School Diploma with experience in customer service or equivalent roles
• Proficient with Outlook, Word and Excel

Work Environment

• Intimate call center environment
• Position reports to a customer service manager and has no direct reports
• Position has direct impact on Company's profitability (Operating Profit and On-Time Delivery)