Customer Care Specialist

The Customer Care Specialist assists in maintaining operational functions within the Customer
Care department which include Pricing, CARs, International Customer Service, Logistics, Process Improvements, and Inside Sales. This person is responsible for providing world-class Customer Service to both internal and external customers.

Duties and Responsibilities

• Process and confirm orders for all products including applicable pilot shipments, and give accurate order status information to customers’ order inquiries.
• Work with sales team to ensure current pricing is loaded in Chempax.
• Provide daily reports to internal team members for orders on hold due to pricing.
• Review open orders when pricing is updated to ensure purchase orders on hand reflect the current price.
• Answer and respond to telephone calls and E-mails.
• Build strong relationships with customers and coworkers that are based on trust and respect.
• Listen to customer complaints and offer empathy, reassurance, and solutions. ·
• Assist customers by answering questions concerning price, procedures, and company policy.
• Coordinate customer needs between internal departments.
• Investigate problem orders to find out where a delay occurred, and bring problems to leaders so they can work with other departments to prevent problems from re-occurring.
• Develop strong product knowledge to answer basic product specification questions
• Establish and meet personal and assigned deadlines.
• Grows existing customer relationships and maintains profit margins
• Assign badges to guests and track them to ensure they are returned. Review safety procedures with each visitor.
• Be accountable and proactively seek continuous professional growth
• Contact freight carriers to provide delivery information to customers.
• Offer solutions or suggestions to fill critical backorders
• Perform account management duties with growth potential
• Exercise appropriate business discretion.
• Continually look for ways to prevent claims and improve service issues.
• Provide required to follow up to the customer or sales rep as needed.
• Work with the shipping team to ensure that packaging is compliant and provide appropriate shipping documents. ·
• Update orders in Chempax daily, based on information provided from the schedule. ·
• Check work of team members for accuracy ·
• Participate in monthly safety meetings. ·
• All other duties assigned by management

Qualifications

The minimum qualifications required to successfully perform this job include:

• 3 to 5 years in Customer Service or Claims experience

• High School Diploma or GED equivalent.

• Good communication skills; in person, over the phone, and via email.

• Detail-oriented.

• Market knowledge and professionalism a must.

• Must be able to take initiative and demonstrate a positive attitude.

• Must be able to multi-task and prioritize responsibilities.

• Proficient in the use of software and computer applications such as Word, PowerPoint, etc.

• Competent reading and speaking the English language.

Working conditions

This job is performed in an office environment type setting.

Physical requirements

Physical demands are light, consisting primarily of sitting, standing, and walking. Must be able to:

• Regularly repeat the same movements when entering data

• Communicate and be understood verbally and in written form

Job Type: Full-time

Pay: $17.00 - $21.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Office

Application Question(s):

• Are you able to work in a fast paced environment with competing priorities?

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Required)

Work Location: Multiple locations