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Order Management Customer Support Specialist

2 months ago

Nashville, Tennessee, United States Collabera Full time


Position Title:
Customer Care Order Management Representative

Company Overview:

Collabera has been a trusted provider of contingent labor solutions for over 25 years, delivering exceptional service to a diverse range of clients.

The client for this role is a prominent legal entity with a global presence, employing over 50,000 individuals across more than 100 countries.

Recognized by Fortune as one of the 'Most Admired Companies to Work For' for eight consecutive years, this organization values its workforce and promotes a positive work environment.


Role Summary:

The Customer Care Order Management Representative is responsible for providing essential support to end-users and dealers seeking product information and technical assistance. This role emphasizes acting as a customer advocate and ensuring satisfaction through effective order management.

Utilizing a strong understanding of supply chain management processes, the representative collaborates with clients to deliver tailored logistic solutions that meet individual customer needs.


Key Responsibilities:
  • Document customer interactions within the client system to enhance the connection between customers and the factory.
  • Foster professional relationships with customers to boost product loyalty.
  • Maintain a high level of professionalism and composure in all interactions.
  • Provide timely assistance to customers through various communication channels, including phone, email, and fax.
  • Resolve customer issues by leveraging a comprehensive understanding of client processes and systems.
  • Collaborate across functions to build relationships and manage customer conflicts effectively.
  • Escalate issues as necessary while maintaining thorough documentation throughout the process.
  • Support the development of a positive work environment by sharing knowledge and assisting peers.
  • Contribute to quality improvements and response targets within the contact center.
  • Exhibit flexibility with scheduling and time constraints as needed.

Qualifications:
  • A minimum of a High School Diploma is required; an Associate's or Bachelor's Degree is preferred.
  • At least 2 years of experience in a customer support role is preferred.
  • Proficiency in computer applications such as MS Suite (Word, Excel, PowerPoint) and familiarity with Internet and Intranet.
  • Able to type at least 30 words per minute.
  • Intermediate skills in customer service, conflict management, planning, organizing, and attention to detail.
  • Experience managing assigned accounts and ensuring compliance with Service Level Agreements.
  • Ability to provide updates on customer experience processes as needed.
  • Collaborate with internal teams, distributors, and suppliers to maximize customer service.

For further information regarding this opportunity, please reach out through the appropriate channels.