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Customer Care Specialist

5 months ago

Knoxville, United States Elotouch Full time

Creating an account has many benefits:

* See order and shipping status

* Track order history

* Check out faster

**Find Your Role at Elo**

Customer Care Specialist Regular Full-Time Knoxville, TN, US 30+ days ago Requisition ID:1096 We know touch - it's our only business. In fact, we invented the touchscreen over 50 years ago and haven't stopped since. Every 21 seconds, a new Elo touch screen is installed somewhere in the world. We obsess over details to exceed the highest quality standards. We dont just sell things. We offer solutions to tomorrows challenges.

The Customer Care Specialist III is responsible for providing high levels of service and support to assigned customer accounts. This includes order management, verbal, and written communication, returns, and long-term project support. This position will be working directly with the Customer Success Organization, Operations, Product Management, Channel and Sales teams to deliver a world-class customer experience. The Customer Care Specialist handles front line customer communications while acting as the internal voice of the customer escalating and resolving their concerns. This individual must demonstrate a sense of urgency and helpful demeanor with both internal and external customers.

Responsibilities:

* Manage on-boarding of customer accounts while building trust, managing relationships and providing high levels of customer satisfaction.

* Actively manage customer order backlogs, price/ quote validation and lead times

* Assist with returns and support the RMA team by initiating return goods, providing status updates and technical support, and submitting credit requests.

* Coordinate with functional departments such as Sales, Channel, and Operations to ensure smooth order management and on-time deliverables

* Proactively manage ATP, FIFO priorities, and customer shipment holds in the system

* Assist the Demand Planning team with order scheduling and quote to order planning

* Lead customer surveys and questionnaires activities to evaluate customer care processes and procedures for continuous improvement

* Provide accurate customer status updates and inventory availability on a regular and ad hoc basis- including large project order confirmation tracking

* Troubleshoot issues that may cause customer order delays

* Lead order escalations and OTD including prioritizing schedules, allocations, dropships, and expedited freight requests

* Maintain or exceed customer care metrics and data and develop best practices including customer sat and net promoter score

* Perform daily order accuracy and netting analysis of all new sales orders received

* Demonstrate leadership and best practices for upselling and developing lead generations with new and existing customers

* Support Lifecycle Management planning by proactively announcing updates and product transitions to help facilitate a smooth transition for customers

* Train and mentor junior team members

* Interface with Customer systems and platforms

Minimum Qualifications:

* Bachelors degree preferred or equivalent work experience

* 5+ years of prior experience in customer facing role

* 2+ years of experience with ERP systems (SAP, Oracle, JDE, MS Dynamics), Salesforce or CRM software required

* 2+ year of experience with SAP, specifically the (SD) Sales & Distribution, (MM) Materials Management, or (FI) Financial Accounting Modules preferred

Preferred Qualifications:

* Experience leading continuous improvement projects that have led to increased customer satisfaction

* Experience leading a team of customer facing professionals

Professional Skills & Competencies:

* Ability to adapt and thrive in a fast-paced and changing environments

* Ability to gather and analyze relevant data to drive decision making

* Aptitude to quickly understand business models and metrics

* Passionate about delivering world-class customer care

* Effective written and verbal communication skills Expectational customer follow-up skills

* Strong attention to detail and organization skills

* Proficient with standard corporate productivity tools (email, voicemail, MS Office)

* Bilingual (Spanish, Portuguese or Mandarin Chinese) is a plus

Physical Demands:

* Ability to lift up to OSHA single person lift requirements

* Ability to sit, stand, bend, or walk for prolonged periods of time

* Office work primarily using phone and PC

* Ability to travel domestically and internationally