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Customer Care Associate

2 months ago

Franklin, Pennsylvania, United States IPEG, Inc. Full time

Position Overview

The Client Support Specialist plays a crucial role in ensuring customer satisfaction by managing inquiries related to both parts and services. The ideal candidate will efficiently handle parts quotations and orders while addressing incoming service requests at a foundational level. This role involves providing initial product support to customers through various communication channels.

Key Responsibilities

  • Process customer quotes and order entries through multiple platforms including phone, fax, and email.
  • Offer basic product assistance for customer inquiries received via email, phone, and the Service Management System (SMS), utilizing available resources such as diagrams and manuals.
  • Utilize existing documentation to quickly and accurately diagnose basic customer issues, ensuring thorough documentation of problem descriptions, discussions, and resolutions in the SMS.
  • Conduct proactive follow-ups on quotes.
  • Verify and update customer account information as necessary, including address changes and warranty details.
  • Maintain a log of product issues for internal departments such as engineering and manufacturing.
  • Direct customer inquiries to the appropriate resources within the service and parts departments, ensuring accurate screening and documentation.
  • Perform additional duties as assigned.

Qualifications and Experience

  • High School Diploma or GED; two or more years of relevant work experience preferred.
  • Proficiency in Microsoft Office Suite, particularly Excel and Word.
  • Exceptional verbal and written communication skills.
  • Strong interpersonal abilities with a commitment to delivering high-quality customer service.
  • Ability to assess and respond effectively to customer situations.
  • Demonstrated sense of urgency and the ability to manage multiple tasks in a fast-paced environment.
  • Capable of working independently as well as collaboratively within a team.

About IPEG, Inc.

IPEG, Inc. is a collective of leading brands serving the global markets in plastics, recycling, and industrial heat transfer. We are dedicated to providing exceptional manufacturing and business support services to enhance our brands' competitive edge and deliver superior solutions to our customers.

At IPEG, we prioritize our customers and employees, adhering to our purpose: To foster excellence and inspire confidence in our customers and employees.

Benefits

IPEG offers a comprehensive compensation and benefits package, including profit sharing, bonus plans, a 401(k) with company match, medical, dental, and vision insurance, life insurance, short- and long-term disability, health club reimbursement, tuition reimbursement, employee assistance programs, wellness initiatives, and an employee referral bonus program.

IPEG, Inc. is an Equal Opportunity Employer (EOE) and provides employment opportunities to all qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, marital status, familial status, sexual orientation, or any other basis protected by law.