Customer Care Specialist

Responsibilities

• Verifies the accuracy of the customer’s orders and communicates any corrections deemed necessary to ensure all orders are accepted and entered correctly
• Manages EDI data for customer releases to include correction of errors
• Answers customer inquiries relating to order status, shipping/delivery dates, pro number and carrier
• Proactively communicates with internal and external personnel
• Refers customers to the proper technical resource within the Industrial Market group for inquiries or concerns
• Serves as the first point of contact for troubleshooting and resolving end-user issues within their area of expertise
• Ensures all purchase order pricing aligns with loaded pricing and communicates any discrepancies to the appropriate salesperson and customer for resolution
• Uses CRM system to enter customer data, request data and information as needed
• Participates in and schedules individual and team training/meetings to ensure knowledge is up to date
• Maintains confidentiality of the organization’s customers and data
• Maintains customer portals and acts as administrator (if required), retrieves customer scorecards from portals, emails, and shares information
• Effectively works and communicates in a multi-cultural environment seeking assistance as needed

Requirements

• Associates degree or at least 4 years of prior customer service experience
• Prior automotive customer service experience; preferred
• Previous SAP experience
• Novice or better PC skills including word processing and spreadsheet capabilities
• Prior experience with a customer data management system
• Able to communicate verbally and in written form
• Excellent phone skills and ability to work in a fast-paced environment
• Up to 10% travel may be required
• Spanish speaking; preferred