Customer Service Representative

3 weeks ago

Knoxville, Tennessee, United States Elotouch Full time
Customer Care Specialist

At Elotouch, we're committed to delivering exceptional customer experiences. As a Customer Care Specialist, you'll play a critical role in ensuring our customers receive the highest level of service and support.

Key Responsibilities:
  • Manage customer onboarding, building trust, and providing exceptional customer satisfaction.
  • Actively manage customer order backlogs, price/quote validation, and lead times.
  • Assist with returns and support the RMA team by initiating return goods, providing status updates, and technical support.
  • Coordinate with functional departments to ensure smooth order management and on-time deliverables.
  • Proactively manage ATP, FIFO priorities, and customer shipment holds in the system.
  • Assist the Demand Planning team with order scheduling and quote-to-order planning.
  • Lead customer surveys and questionnaires activities to evaluate customer care processes and procedures for continuous improvement.
  • Provide accurate customer status updates and inventory availability on a regular and ad hoc basis.
  • Troubleshoot issues that may cause customer order delays.
  • Lead order escalations and OTD, prioritizing schedules, allocations, dropships, and expedited freight requests.
  • Maintain or exceed customer care metrics and data, developing best practices, including customer sat and net promoter score.
  • Perform daily order accuracy and netting analysis of all new sales orders received.
  • Demonstrate leadership and best practices for upselling and developing lead generations with new and existing customers.
  • Support Lifecycle Management planning by proactively announcing updates and product transitions to facilitate a smooth transition for customers.
  • Train and mentor junior team members.
  • Interface with Customer systems and platforms.
Requirements:
  • Bachelor's degree preferred or equivalent work experience.
  • 5+ years of prior experience in a customer-facing role.
  • 2+ years of experience with ERP systems (SAP, Oracle, JDE, MS Dynamics), Salesforce, or CRM software required.
  • 2+ years of experience with SAP, specifically the (SD) Sales & Distribution, (MM) Materials Management, or (FI) Financial Accounting Modules preferred.
Preferred Qualifications:
  • Experience leading continuous improvement projects that have led to increased customer satisfaction.
  • Experience leading a team of customer-facing professionals.
Professional Skills & Competencies:
  • Ability to adapt and thrive in a fast-paced and changing environment.
  • Ability to gather and analyze relevant data to drive decision-making.
  • Aptitude to quickly understand business models and metrics.
  • Passionate about delivering world-class customer care.
  • Effective written and verbal communication skills.
  • Expectational customer follow-up skills.
  • Strong attention to detail and organization skills.
  • Proficient with standard corporate productivity tools (email, voicemail, MS Office).
  • Bilingual (Spanish, Portuguese, or Mandarin Chinese) is a plus.

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