Customer Care Specialist
2 weeks ago
Overview:
The Customer Care Specialist is a highly skilled account coordinator that focuses on the overall returns process for our luxury product line. In this position, the specialist will process return requests and if approved handle all aspects of a return efficiently and in accordance with company policies. They will have the knowledge and skills that align with the account coordinator role. This position will collaborate and build positive relationships with internal departments, dealers, product owners, and sales team.
Responsibilities:Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Understand delivery and performance issues with sales representatives and service and/or warranty departments.
- Assist in development of installer resources.
- Process service company and installer invoices.
- Coordinate delivery, installation, and returns.
- Develop, maintain, and provide reports to management, as requested.
- Understand, review, and support return requests.
- Perform Account Coordinator responsibilities, including but not limited to proficiency in order entry system, returns program, and maintain customer relationship database (Salesforce), inventory availability, understanding pricing structures, distribution centers, shipment coordination.
- Quote lead times and delivery dates for product not in stock for both factory and warehouse.
- Knowledge of Residential product line and processes.
- Maintain up to date knowledge of available products, services, and country-specific requirements through company training sessions and effective use of available resources.
- Regular and reliable attendance is required.
- High School diploma or general education degree (GED) required.
- Associate or bachelors degree or equivalent from two-year college or technical school preferred.
- Four or more years of combined education and/or experience in a professional work environment required.
- Provide effective, thorough, and clear communication both verbally and written.
- Excellent organizational skills with the ability to prioritize, work in a fast-paced environment, meet deadlines.
- Listen, analyze, and effectively resolve concerns.
- Maintain professionalism, perform accurate and detailed work in high pressure situations, and escalate to management when appropriate.
- Team focused but can work independently with strong understanding of processes and procedures.
The hours for this position are 8:30am - 5:00pm, Monday through Friday.
We are proud to be an Equal Opportunity Employer.
Company-paid background check required upon hire.
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