Customer Service Representative
5 days ago
Reports to: Customer Care Manager
FLSA Status: Salary Non Exempt
Travel: Travel requirement 10-15%
Summary:
The Customer Care Specialist (CCS) is a key member of the Altor Solutions team, responsible for providing exceptional customer service and support to our clients. This role requires a high level of knowledge in all aspects of the order to cash process, including order processing, scheduling, shipment coordination, and customer inquiries.
Essential Duties and Responsibilities:
- Customer Assistance: Provide product or service information relative to Altor's product portfolio. Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
- Problem Resolution: Handle customer complaints and concerns effectively, aiming for a swift resolution while maintaining a positive customer experience.
- Order Processing: Assist customers with placing orders, tracking shipments, and processing returns or replacements.
- Product Knowledge: Develop a comprehensive understanding of our products or services to effectively address customer questions and concerns.
- Customer Relationship Management: Build and maintain strong customer relationships by demonstrating empathy, professionalism, and reliability in every interaction.
- Documentation and Reporting: Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions.
- Team Collaboration: Collaborate with departments such as Sales, Operations, Scheduling, or Marketing to ensure seamless communication and resolution of customer issues.
Requirements:
Qualifications:
- Education Requirements/Work Experience: Bachelor's Degree or equivalent work experience
- 3+ years of experience in customer service; preferably in a manufacturing environment
- Experience with ERP Systems is desired
Competency:
- 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.
- Excellent verbal and written skills, ability to communicate clearly and effectively with all levels within the organization, excellent organizational, planning and people skills, ability to lead initiatives that require project management and comfort in interacting and influencing at all levels within the organization.
- Adaptability: Quickly adapts to changes in the work environment and manages competing demands.
- Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Ability to prioritize and manage multiple tasks in a fast-paced environment with a focus on results and quality.
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