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Form of workJob Summary
Duraco Specialty Tapes is a manufacturer of double-sided tapes and adhesive coated products. Duraco provides value to our customers through our unique manufacturing capabilities and ability to deliver quality products on time to meet our customers’ demands. In addition to our manufacturing, it is paramount that we provide consistent, efficient, knowledgeable, and friendly service to all our existing customers and prospects. Duraco is a dynamic organization that believes in continuous improvement and benchmark breakthroughs.
This job description outlines the responsibilities and expectations for Duraco’s Customer Care Representatives to ensure we are prepared to provide the level of service that keeps our customers happy and our business thriving. We are looking for professionals with high levels of urgency, accountability, and follow-through to keep our sales operations at peak performance.
Responsibilities
- Take a sales-minded approach to servicing customers while balancing the need to follow procedures
- Communicate vital information (pricing, lead times, etc) to customers and answer product and application questions
- Navigate systems and reference materials to research customer issues and provide accurate information
- Answer all incoming phone calls and emails in a timely manner
- Own orders from initial request, through to delivery
- Act as the customer’s advocate internally and coordinate any internal resources to resolve their request
- Coordinate with internal teams to resolve customer questions, requests, or issues
- Ensure all orders are entered accurately and with specified terms and conditions
- Data entry into various systems as well as research of data and order histories
- Learn and follow all processes as instructed; escalate any processes that need updating to the attention of management
- Efficiently multi-task and handle multiple deadlines simultaneously
- Become expert of business rules and procedures
- Provide price quotes that are within designated pricing parameters
- Process all returns and credits with appropriate sign-off approvals
- Troubleshoot customer issues over the phone and/or through email
- Assist in company or team projects as necessary
Personal Attributes:
- Acts with urgency and speed while maintaining accuracy
- Excellent reasoning and analytical ability
- Strong planning, prioritizing, and organizational skills
- Team player
- Ability to work independently and take initiative without immediate supervision
- Detail-oriented and self-driven
- Empathy and understanding towards others, especially in stressful circumstances
- Adaptable and accountable
- You use automation, workflows, and formulas to do the heavy lifting so you can focus on the exceptions and the details
- Solid knowledge of Microsoft Office products with advanced experience in Excel
- A natural ability to solve customer problems through excellent written, verbal, and listening skills
Requirements:
- General computer & data entry experience with high proficiency in Microsoft Office (especially Excel), ERP systems and CRM software
- Excellent reading comprehension and problem solving skills
- Experience with blanket orders, EDI systems, and customer portals a plus
- Ability to learn and perform in several different systems and practice continuous improvement
- Solid understanding of general business concepts
- Ability to perform math computations with accuracy and speed
- Bachelor’s degree a plus
- 3+ years of customer service experience
- Sales operations or project management experience in manufacturing or B2B environments preferred
