Customer Care Specialist

Job Title: Customer Care Specialist

Reports to: VP, Customer Care

FLSA Status: Salary Non Exempt

Travel: Travel requirement 10-15%

Summary:

Reporting to the VP, Customer Care, 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. This position will perform standardized processes, complete ERP (NetSuite-Plex) and supplemental trainings to align with department and company guidelines.

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.

· Other duties may be assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Requirements/Work Experience:

Bilingual English/Spanish preferred

Bachelor's Degree or equivalent work experience

3+ years of experience in customer service; preferably in a manufacturing environment

Experience with ERP Systems is desired

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

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.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

· Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Strive to meet service level objectives by providing timely written and verbal communication to our customer base. All duties will be performed with a sense of integrity and commitment to achieve customer satisfaction metrics

· 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.

· Adaptability – quickly adapts to changes in the work environment and manages competing demands. Ability to work flexible hours to ensure proper coverage as business requirements change.

· Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. 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. Must exhibit a high level of personal integrity and reliability on both organizational and business issues.

· Analytical - Strong analytical skill set and demonstrated ability to work with cross-functional teams to quickly analyze problems and develop effective solutions. Collects and researches data; Uses intuition and experience to complement data.

· Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information

skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

· Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. While performing the duties of this Job, the employee is frequently required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to reach with hands and arms.

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