Customer Care Associate

2 weeks ago

Dayton, Ohio, United States Auto-Valve, Inc. Full time

Position: Customer Service Representative

Company: Auto-Valve, Inc.

Job Summary: The role involves addressing inquiries from clients and adhering to established protocols to provide solutions or direct calls to the relevant personnel. Common inquiries pertain to order updates, product details, account inquiries, pricing, issue resolution, return merchandise authorizations (RMAs), or service-related questions.

Key Responsibilities:

  • Manage program-related tasks.
  • Oversee RMAs.
  • Resolve contractual issues.
  • Address invoice discrepancies.
  • Ensure customer satisfaction.

General Duties:

  • Assist clients in obtaining information as requested.
  • Provide updates on shipments, including tracking numbers for ordered items.
  • Guide clients on procedures for returning items for repair or restocking.
  • Maintain data files provided by customers.
  • Prepare correspondence, reports, and milestones as necessary.
  • Proactively inform clients of any order delays and manage delivery modifications.
  • Conduct data entry and perform analysis across various formats.
  • Maintain all necessary procedures, forms, and documentation.
  • Communicate client requirements to relevant departments including Planning, Engineering, Quality, and Production Control.
  • Handle customer correspondence regarding engineering changes, shipping needs, and case records.
  • Compile data for management regarding premium or cancellation charges.
  • Manage the Customer Satisfaction Log and Surveys.
  • Maintain a database of customer contacts.
  • Process RMA documentation.
  • Assist the Accounting department in resolving invoicing issues.
  • Exhibit a positive attitude when interacting with clients.
  • Analyze data, interpret results using statistical methods, and provide ongoing reports.
  • Develop and implement data management systems and analytics strategies to enhance efficiency and quality.
  • Acquire data from various sources and maintain databases.
  • Identify and analyze trends in complex data sets.
  • Review reports and performance indicators to correct any discrepancies.
  • Collaborate with management to prioritize business needs.
  • Identify opportunities for process improvements.
  • Prepare various documents from drafts or verbal instructions.
  • Compile data from diverse sources and create summary reports as needed.
  • Maintain filing systems and assist in retrieving information as directed.
  • Implement a follow-up system for reports requiring periodic action.
  • Utilize standard office equipment such as computers, printers, and photocopiers.
  • Respond to inquiries from the public and other organizations when the information is readily available.
  • Perform other assigned duties as necessary.

Skills and Experience:

  • High school diploma or equivalent is required.
  • A minimum of 5 years of experience in Customer Service is essential.
  • Proficient in keyboarding and navigating Windows software applications.
  • Must maintain a professional demeanor with clients and possess excellent communication skills, both written and verbal.
  • Strong organizational skills and sound telephone etiquette are necessary.
  • Demonstrated experience as a data analyst or business data analyst is preferred.
  • Ability to collect, organize, analyze, and disseminate substantial amounts of information with attention to detail.
  • Skilled in query writing, report generation, and presenting findings.

Physical Demands/Work Environment: The physical requirements outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. While performing the duties of this job, the employee is regularly required to communicate verbally and listen. The employee frequently needs to stand, walk, and use hands for various tasks. Job responsibilities may involve exposure to the production area. Company lifting limitations will be enforced. Specific vision abilities required include close vision and the ability to adjust focus.

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