Customer Care Specialist

Essential Duties and Responsibilities

• Customer Assistance: Primary point of contact for an assigned geographical section or market specific account base. Provide product or service information relative to Altor’s product portfolio. Respond to customer inquiries via phone, email, or chat in a timely and professional manner. Provide accurate information and assistance regarding products, services, and policies.
• Problem Resolution: Handle customer complaints and concerns effectively, aiming for a swift resolution while maintaining a positive customer experience. Escalate issues to appropriate channels when necessary.
• Order Processing: Assist customers with placing orders, tracking shipments, and processing returns or replacements. Ensure accuracy and efficiency in order management procedures.
• Product Knowledge: Develop a comprehensive understanding of our products or services to effectively address customer questions and concerns. Knowledgeable on product features, pricing, and entire Altor product portfolio.
• Customer Relationship Management: Build and maintain strong customer relationships by demonstrating empathy, professionalism, and reliability in every interaction. Customer sites visits may be required to support customer or business requirements.
• Documentation and Reporting: Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions. Provide regular reports i.e. Open Order Reports, Scorecards, and feedback to management in regard to service level agreements.
• Team Collaboration: Collaborate with departments such as Sales, Operations, Scheduling, or Marketing to ensure seamless communication and resolution of customer issues. Contribute to team goals and initiatives.

Qualifications

• Education Requirements/Work Experience: Bachelor’s Degree or equivalent work experience. Minimum of 3 years of customer service experience required, with at least 1 year supporting customers in a manufacturing, distribution, or production-based environment strongly preferred. Experience with ERP Systems is desired.
• Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Suite – Word, Excel, PowerPoint. Essential requirements include computer literacy; proficiency in office software products, with the ability to create PowerPoint or Excel presentations, and effectively utilize Teams, SharePoint, and Salesforce. Proficiency in use of ERP systems (Oracle, SAP, NetSuite, etc.) required.