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Customer Care Rep

3 months ago

Suwanee, United States Staffing Resources Full time $24
Location ~ Suwanee Pay ~ $24.00
 
Key requirements:
  • Manufacturing experience.
  • Excel skills.
  • Dates required - September 3rd, 2024 to January 3rd, 2025.
  • Hours are 8 am to 5 pm.
 
Responsibility to Customer:
  • Provides customer assistance in a professional and friendly manner.
  • Responds promptly to customers’ inquiries or complaints and provides updates until resolved.
  • Follows up to ensure customer satisfaction.
  • Develops a thorough knowledge of company policies, procedures, products and services.
  • Communicates directly with customers concerning orders, returns, shipments and products.
  • Proactively informs customers of out-of-stock situations and late or potentially late shipments.
  • Provides them with lead times and options.
  • When designated as a “contact CCR” for challenging accounts, develops and manages that account relationship in a professional and targeted manner.
  • Consistently provides updates to customers regarding their orders or quotes.
  • Determines best method to resolve complex customer care problems to ensure customer satisfy
  • Runs Open Order report daily to stay on top of orders and to keep customers informed of the status of their orders.
  • Generates RMAs when requested and provides as much detailed information as possible.
  • Initiates orders for correcting mis-shipments, production errors, etc. as needed.
  • Processes Expedited orders and communicates with Production and Shipping to effectively meet customers’ needs.
  • Provides any additional assistance as requested.

Quote Generation: 
  • Enters quotes accurately and timely according to current departmental KPI.
  • Ensures information within quote is correct before acknowledging to the customer.

Order Generation: 
  • Enters orders accurately and timely according to current departmental KPI.
  • Reviews Print Preview against quote and/or customer’s PO to resolve all discrepancies before the order is released to Production and acknowledged to the Customer.
  • Processes Order Change requests and informs Production and Shipping accordingly.
  • Follows up on Order Entry holds, Credit holds, Out-of-Stock inventory issues and late orders daily.

Responsibility to Team: 
  • Provides guidance and mentoring to less experienced CCRs.
  • Supports distribution of work between team members and seeks opportunities to offer assistance to fellow team members.
  • Respects team members through maintaining schedules or communicating changes to the team.
  • Logs into phone queue each day for full shift and consistently answers and “owns” calls, performing soft call transfers only as necessary.

Responsibility to Sales:
  • Willingly assists KAMs and ABMs with questions and concerns regarding customers and their needs.
  • Seeks out additional resources such as Technical and Marketing to assist with customer applications and sales requests.
  • Upsells or solicits sales from customers as opportunities arise.