Customer Service Representative

4 days 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 our 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:

  • Provide customer assistance via phone, email, or chat, responding to inquiries and resolving issues in a timely and professional manner.
  • Handle customer complaints and concerns effectively, escalating issues to appropriate channels when necessary.
  • Assist customers with placing orders, tracking shipments, and processing returns or replacements.
  • Develop a comprehensive understanding of our products and services to effectively address customer questions and concerns.
  • Build and maintain strong customer relationships by demonstrating empathy, professionalism, and reliability in every interaction.
  • Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions.
  • Collaborate with departments such as Sales, Operations, Scheduling, or Marketing to ensure seamless communication and resolution of customer issues.

Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

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:

To perform the job successfully, an individual should demonstrate the following competencies:

  • 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. Ability to work flexible hours to ensure proper coverage as business requirements change.
  • 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. Ability to handle sensitive and confidential situations and documentation.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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