Customer Care Associate II

2 weeks ago

Jessup, United States Vaco Full time

TECHNICAL SKILLS
Must Have
1-3 years experience
High School Diploma
Mathematic skills
Microsoft 365

Nice To Have
3-5 years experience
Associates Degree
Bachelors Degree
CRM
data base query

JOB SUMMARY
Customer Care Associate II
JOB DESCRIPTION
Shift: Fully onsite Monday-Friday, 8AM-5PM.

Summary: The Customer Care Associate II will be responsible for helping chain customers with questions or concerns regarding their regional and/or national accounts. Responding to e-mails, calls, and web inquiries, the individual will utilize computerized systems, foundational knowledge of company products and published materials/secondary resources to address simple to moderately complex operational inquiries. Additionally, the associate will interact with other internal team members in Enterprise Business Services, Operations, and Sales in such a way as to meet and exceed the company's objectives by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned:

Support chain managers in helping to define, grow, and maintain relationships with chain account buyers to proactively define their future needs.
Leverage ongoing contact with chain customers to support relevant programs/initiatives from Sales and Marketing.
Assist chain managers with identifying, preparing, and/or documenting chain-account related collateral (e.g., account status, reporting trends, sales presentations).
Identify and expedite ongoing issues/problems with a given chain, assisting in the planning and coordination of solutions.
Participate in chain customer meetings as appropriate to ensure awareness, understanding, and involvement in operational issues and potential revenue opportunities.
Build, maintain, and demonstrate in-depth working knowledge of all technology and/or reports required to support chain customer requests.
Monitor and resolve problems, questions, and/or inquiries from customers, drivers, and sales team members regarding chain customer account details (e.g., one-off changes to chain account orders, requests for delivery information, inquiries for relevant documents).
Triage/send incoming non-chain customer care e-mails/calls/e-inquiries to other parts of Enterprise Business Services (e.g., AP, AR) (e.g., Sales) as appropriate.
Work collaboratively with other internal team members and chain customers as needed to obtain required information from and share results with appropriate stakeholders.
Competencies

Competencies: To perform the job successfully, an individual should demonstrate the competencies of the Individual Contributor - Administrative Leadership Competency Model.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school degree; one to three years of job-related experience; or equivalent combination of education and experience. Associates degree or higher preferred and/or three plus years of job-related experience preferred. Customer Account Support experience is a plus.

Language Skills: Bilingual in Spanish. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, in addition to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills: To perform this job successfully, an individual should have knowledge of the Internet, Microsoft Office Suite software (such as Outlook, Word, Excel, Power Point, and etc.), and order processing systems (such as AS400 / Alpha Database software) or the aptitude to learn.

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