Customer Care Representative

2 weeks ago

Itasca, United States Stahl USA Full time

_**Summary**_
- **Essential Duties and Responsibilities: Include the following. Other duties may be assigned.**_
- Enters information for new Customers, updates existing records and maintains a level of communication to keep personnel updated on new entries and updates.
- Maintains Customers and Sales Representatives informed of order status: ready date, pieces, weight, mode of transportation, tracking and arrival date.
- Quotes and Schedules pickups with LTL and TL freight carriers. Prepares the documents as required by the mode of transportation (air, truck, rail, messenger).
- Quotes and Schedules pickups with international LTL and TL freight carriers. Prepares the documents as required by the mode of transportation (air, truck, rail).
- Schedules shipments to ensure compliance with domestic and international traffic laws and regulations and company policy.
- Handles Customer problems or inquiries that involve some form of complaint in accordance with the company's guidelines and policies.
- Handles complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation or as instructed.
- Requests and follows through on Customer returns by requesting a Return Authorization from the appropriate department, schedules pickups from the Customers and processes replacements as needed.
- Requests and follows through on damages by carriers by requesting a Return Authorization for salvageable returns, sending safety information to carriers, contacting Customers, processing replacements, requesting credits and filing claims.
- Oversees consignment inventory for Customers and Sales Representatives.
- Communicates consignment inventory discrepancies and works with Customers and Sales Representatives to reconcile quantities. Processes and provides on hand, usage and restock information for end of month billing.
- Communicates, assists and works with Shipping, Accounting, Lab, Production, Sales, Purchasing and Management to ensure the Customers' order is complete, accurate and meets the PO requirements as instructed*
- Assists with new employee training as well as other office administrative duties.

Supervisory Responsibilities: This job has no supervisory responsibilities.

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. Avoids conflict.

Written Communication - Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions; Follows through on commitments. Promotes good listening skills and teamwork. Promotes positive communication and avoids unprofessional language.

Quality - Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.

Quantity - Completes work in a timely manner.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent. Conforms to the company's policies and guidelines.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions.

Education and/or Experience:
Associate degree (A. A.) or equivalent from two-year college or technical school; (preferred) minimum 3 years’ experience in customer service or a combination of education and experience.

Pay: $20.00 - $25.00 per hour

Expected hours: No less than 40 per week

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance

Experience level:

- 3 years

Shift:

- 8 hour shift
- Day shift

Weekly day range:

- Monday to Friday

Work setting:

- In-person
- Office

Ability to Commute:

- Itasca, IL 60143 (required)

Work Location: In person

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