Customer Support Advisor

3 weeks ago

Northbridge MA, United States Altor Solutions Full time

Description: Job Title: Customer Care Specialist
Reports to: Customer Care Manager
Travel: Travel requirement 10-15%

Reporting to the Customer Care Manager, the Customer Care Specialist (CCS) is expected to be knowledgeable in all aspects of the order to cash process. This entails order processing, obtaining scheduling information, coordination of shipments, order expedites and processing of customer inquiries. The CCS will act as a liaison between respective departments to investigate and resolve non product complaints. 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. Order Processing: Assist customers with placing orders, tracking shipments, and processing returns or replacements. Develop a comprehensive understanding of our products or services to effectively address customer questions and concerns. 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.
· Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Requirements/Work Experience:
Bachelor's Degree or equivalent work experience
3+ years of experience in customer service; Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 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.) Customer Service - Manages difficult or emotional customer situations; Solicits customer feedback to improve service; Responds to requests for service and assistance; Strive to meet service level objectives by providing timely written and verbal communication to our customer base. Excellent verbal and written skills, ability to communicate clearly and effectively with all levels within the organization, excellent organizational, planning and people skills, ability to lead initiatives that require project management and comfort in interacting and influencing at all levels within the organization.
· Ability to work flexible hours to ensure proper coverage as business requirements change.
· Reacts well under pressure; Demonstrates flexible and efficient time management and ability to prioritize workload
· Ability to prioritize and manage multiple tasks in a fast-paced environment with a focus on results and quality. Ability to handle sensitive and confidential situations and documentation. Understanding of, and ability to assist with the resolution of employee performance management and conflict issues effectively. Collects and researches data; Uses intuition and experience to complement data.
· Supports and explains reasoning for decisions; Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Equal Opportunity Employer, including disability/protected veterans

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