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Customer Care Order Management Representative

1 month ago

Nashville, United States Collabera Full time

Customer Care Order Management Representative / Account Manager We are based out of Morristown, NJ and we have been providing contingent labor to our clients for the last 25 years. In 2015, we placed more than 6,000 contractors across select 100+ clients that we service. The end client for this project is a large legal organization with operations in more than 100 countries and has more than 50,000 employees around the world. For eight consecutive years, Fortune has named this company as World’s ‘Most Admired Companies to work for’. Job Title: Customer Care Order Management Representative Important Note: Please note that this is NOT a call center position; we are seeking candidates with Order and/or Account Management experience. Working Hours: Training will be provided on first shift (8:00 AM – 5:00 PM) for several weeks. After the training period is completed, it will be expected that the worker will move to either a 9:00 AM – 6:00 PM or 10:00 AM – 7:00 PM shift. Position Overview: The Customer Care Order Management Representative provides factory-based support to end-user customers and dealers seeking product information and technical assistance through prompt responses, acting as a customer advocate. Order management utilizes knowledge and understanding of supply chain management processes and works alongside clients to provide customizable logistic solutions tailored to the individual customers’ needs. Characteristics of Customer Care: Demonstrates a positive attitude and willingness to learn. Takes initiative to suggest improvements and is able to define possible solutions. Communicates effectively with team members to build a great working environment. Displays a customer-focused approach and passion for supporting customers. Responsive and adaptable to new challenges. Demonstrates strong work ethics, acting as an example to others. Able to multi-task at high levels with multiple programs running and managing all media. Responsibilities of this role include, but are not limited to: Document customer interaction information within the Client system, strengthening the link between the customer and the factory. Build a professional relationship with customers to increase loyalty in the products. Maintain professionalism with composure and resilience. Provide intermediate direct and prompt assistance to customers through various client media (phone, email, letter, and fax), acting as a customer advocate. Resolve less common customer issues through a broad understanding of Client processes, systems, and practices. Work in a cross-functional organization, building relationships and managing conflict with customers. Escalate issues internally and externally as required, providing documentation throughout the process. Share information by providing assistance to peers while contributing to the development of a positive work environment within Customer Care. Support contact center quality improvements and response targets. Be flexible with time constraints and scheduling if applicable. Position Requirements: A minimum of a High School Diploma is required; an Associate's or Bachelor's Degree is preferred. Minimum 2 years’ experience in a customer support role is preferred. Familiarity with computer-related programs such as MS Suite (Word, Excel, PowerPoint, etc.), Internet, Intranet, etc. Able to type 30 WPM. Intermediate (familiar to proficient) application of customer service knowledge/skill set in a wide range of work situations. Ability to manage conflict and diffuse situations to provide optimal resolution. Intermediate (familiar to proficient) skills in planning/organizing, problem solving, attention to detail, accuracy, and professionalism. Management of assigned accounts/end users/distributors/in-house customers aligned with Service Level Agreement, including daily/weekly/monthly reporting measures, communication with details, and follow-through with deliverables. Able to advise on status at any time throughout the customer experience process. Work with internal Customer Care employees, distributors, suppliers, and other business units to maximize service to customers. To get further details or to apply, please contact: #J-18808-Ljbffr