Job ID: 2020-2267 Type: Regular Full-Time # of Openings: 1 Category: Customer Service/Support Oconee County, SC
The Customer Care Representative is the main point of contact and advocate for our customers. Respond to customer orders, inquiries, and technical issues. Partner with employees at the plant to address customer needs. Focus is to consistently meet the needs of our customers with a focus on exceeding expectations.
Function as the main point of contact for customers and potential customers
Enters orders by phone, fax, email, mail, and EDI. Handles calls and inquiries from customers.
Respond to invoice issues, routing issues, tracking information, freight costs, pricing, and projected delivery time.
Refers leads regarding potential new clients to appropriate sales staff.
Aids customers who experience difficulties with shipments or need emergency help. Ensures that emergency orders are given priority and receive appropriate shipping attention.
Develop technical skillset around all product categories (Fan and Clutch). Be able to provide end user technical phone support.
Assume the role of customer advocate within the plant locations, helping to ensure the customers’ needs are understood and satisfied. Expedite orders, hands on position to solve problems on the fly.
Coordinate with the local production staff to improve our customers overall experience.
Maintain customer satisfaction on all transactions, referring problems that cannot be personally resolved or those that are outside limits of authority to the Customer Service Manager.
Log and track customer issues and complaints in CRM according to work instructions for Customer Complaint Process.
Work with production planning and purchasing to provide information on expected delivery dates.
Request and follow up on all Quick Ship Warehouse orders.
Work with Materials/Planning to accommodate changes in customers’ orders.
Communicate with customers to resolve any issues or discrepancies in their orders.
Requires a minimum of a high school diploma and 2+ years of work experience in a customer facing role. Experience working with computer ordering system, customer service, and/or mechanical / technical skills is a plus.