Customer Relations Specialist- Industrial, Construction & Packaging

About the role

The Customer Relations Specialist plays a crucial role in providing exceptional customer service through various channels. They are responsible for managing customer inquiries, resolving issues, and ensuring customer satisfaction.

Responsibilities

• Day-to-day servicing of existing customers through order processing, accurate and timely communication, problem resolution, and follow-through to fulfill customer needs.
• Aid customers with order management, provide information on pricing and stocking levels, and work to resolve pricing, billing, and shipping issues.
• Collaborate with internal departments such as sales, marketing, manufacturing, and supply chain to assist customers.
• Utilize the ERP system to enter and manage orders, process quality complaints, and research and resolve customer issues.
• Support management in proactively communicating with customers on open order/past due order issues.
• Maintain proficiency in customer service systems, processes, product offering and workflow of critical functional areas outside of customer service.
• Cover co-workers' absences, including vacation, sick, and leave of absence.
• Assist with projects as assigned.
• Participate in ongoing training.

Requirements

• Associates degree preferred.
• Minimum of 3+ years of experience in a similar customer service, account management or sales operations role preferred.
• Prior work experience in a manufacturing company is preferred.
• Knowledge of customer service principles and best practices.
• Proficient in MS Office applications; including Outlook, Excel, Word, and PowerPoint as well as Salesforce and Five9.
• Experience with Oracle order entry preferred.
• Strong communication skills, both oral and written.
• Professional demeanor and proven conflict resolution skills.
• Passion for servicing our customers is a priority.
• Ability to maintain proficiency in the customer service systems, processes, product offerings and workflow of critical functional areas outside of Customer Service.

Qualifications

• Passionate about customer service.
• Adaptability and stress tolerance.
• Technical/Functional Skills: Learning Agility, Time Management, Organizational Agility, Interpersonal Savvy.

Skills

• Customer service principles and best practices.
• MS Office applications (Outlook, Excel, Word, PowerPoint).
• Oracle order entry.
• Strong communication skills (oral and written).
• Professional demeanor and conflict resolution skills.

Benefits

Velcro Companies offers a comprehensive benefits package including medical and prescription coverage, dental coverage, vision coverage, flexible spending accounts, award-winning wellness and incentive programs, life insurance, short- and long-term disability, business travel accident insurance, voluntary accident & critical illness insurance, EAP (Employee Assistance Program), retirement savings plan, 401(k) saving plan with generous 5.5% Company match and immediate vesting, paid vacation time, paid sick time, paid parental leave, 13 paid company holidays, and more. Additionally, there are tuition reimbursement programs, financial wellness benefit, smart dollar®, employee recognition programs, employee resource groups, charitable or educational matching gift program, and employee referral bonus program.