Customer Service Representative

2 weeks ago

Rockford, Illinois, United States Waldom Electronics Full time
Job Summary

We are seeking a highly skilled Customer Care Specialist to join our team at Waldom Electronics. As a key liaison between Sales, Quality, and customers, you will play a crucial role in ensuring that customer issues and requests are addressed promptly and effectively.

Key Responsibilities
  • Collaborate with Sales representatives to receive and address customer complaints in a timely and professional manner.
  • Create and issue Return Merchandise Authorizations (RMAs) to customers, ensuring all necessary information is collected for root cause analysis and evaluation.
  • Enter customer complaints into the nonconformance database for tracking and resolution purposes.
  • Assist the Quality team in conducting root cause analyses to identify underlying issues and implement corrective actions.
  • Prepare and issue customer credits as required, ensuring a smooth process for customer convenience.
  • Facilitate repairs for Woodhead products on behalf of customers, coordinating with relevant departments as necessary.
  • Maintain strong interpersonal communication through email and telephone, ensuring professionalism and cordiality.
  • Utilize intermediate ERP systems to manage part numbers, locations, and traceability queries efficiently.
  • Conduct internet research to gather relevant information as needed for customer inquiries and issue resolutions.
  • Defuse situations with upset customers, making them feel valued and important to the company.
Requirements
  • High school diploma or equivalent
  • Customer service or quality experience preferred
  • Strong interpersonal skills
  • Strong verbal and written communication skills
  • Intermediate proficiency in ERP systems, particularly related to part number tracking and inventory management.
  • Proficient in Microsoft Office Suite, with the ability to create and manage documents, spreadsheets, and presentations.
  • Excellent problem-solving abilities and a proactive approach to customer issues.
  • Ability to interpret technical drawings and specifications.
  • Experience in managing customer complaints with a focus on resolution and satisfaction.
  • Strong problem-solving skills to address customer concerns effectively.
  • Strong typing skills, with a talent for crafting professional emails and communications.
Working Conditions
  • Standard office environment. Regular exposure to warehouse environment with moderate noise from power industrial trucks.

Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as required to meet the ongoing needs of the organization.

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