Customer Service Representative

9 hours ago

Plymouth, Wisconsin, United States Altor Solutions Full time
Job Title: Customer Care Specialist

Reports to: Customer Care Manager

FLSA Status: Salary Non Exempt

Travel: Travel requirement 10-15%

Summary:

The Customer Care Specialist is a key member of the Altor Solutions team, responsible for providing exceptional customer service and support to our clients. This role requires a strong understanding of our products and services, as well as excellent communication and problem-solving skills.

Essential Duties and Responsibilities:
  • Customer Assistance: Provide timely and professional support to customers via phone, email, or chat, responding to their inquiries and resolving their issues.
  • Problem Resolution: Handle customer complaints and concerns effectively, escalating issues to appropriate channels when necessary.
  • Order Processing: Assist customers with placing orders, tracking shipments, and processing returns or replacements.
  • Product Knowledge: Develop a comprehensive understanding of our products and 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:
  • 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
Competencies:
  • Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service
  • Excellent verbal and written skills, ability to communicate clearly and effectively with 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
  • Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions

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