Customer Care Specialist I

Summary / Objective:

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Maintains a positive, empathetic, and professional attitude toward customers always.
• Responds promptly to customer inquiries.
• Communicates with customers through various channels.
• Acknowledges and resolves customer complaints.
• Manages customer sales orders from start to finish, including but not limited to functions such as order entry, acknowledgements, changes, expedites, line downs, documentation, and customer questions.
• Processing orders, forms, applications, and requests.
• Ensures freight requirements, terms and processes are set up properly, with execution by facilities’ staff.
• Communicates and coordinates with colleagues as necessary.
• Documents customer interactions using OTR’s CRM covering communications, requests, cases (for quality or service issues) and escalation required, as defined by the company.
• Communicates pricing and availability based on contract pricing and lead-times in place for OEM customers, or pricing levels set for aftermarket customers. Inform salespersons responsible for customers if customers’ requests a deviation or something unique.
• Facilitates onboarding for new customers and current customers within OTR’s B2B portal.
• Supports requests for product information and applications recommendations, routing inquiries to appropriate salespersons if requests are too complex.
• Monitors backlog and past dues, collaborating with facilities staff to provide real-time feedback to customer.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Other duties can be assigned based on company needs and employee capabilities.

Competencies:

• Communication Proficiency
• Time Management
• Collaboration Skills
• Personal Effectiveness/Credibility
• Ethical Responsibility
• Customer Service

Required Skills / Abilities:

• Strong written and verbal communication skills
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Active Learning- Understanding the implications of new information for both current and future problem solving and decision-making.
• Active Listening- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Knowledge of principles and processes for providing customer. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

Supervisory Responsibility:

This position has no direct supervisory responsibilities. At times, due to projects or work assignments, employee will need to coordinate and direct a team to meet/satisfy individual/company objectives.

Work Environment:

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. At times, employee might be exposed to manufacturing environment, including forklift traffic, fumes, noise, and operating manufacturing equipment.

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 8:00AM to 5:00PM. In order to meet our customer demands and internal objectives, at times this role will be required to work outside of the normal schedule, including weekends.

Travel:

No overnight travel is expected for this position. There may be occasional local day travel or overnight travel as it related to training activities or support of assigned plants/locations.

Required Education and Experience:

• High School Diploma or equivalent work experience and/or education.
• Minimum of 1 years’ experience in customer support related field

Preferred Education and Experience:

• Experience working in a fast pace, high-growth company.
• 2-5 years’ experience in customer service or related field
• Manufacturing Industry experience preferred.
• Microsoft Office
• Experience with customer relationship management CRM software

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Other job duties and responsibilities may also be assigned by the incumbent’s manager at any time based upon Company need.

OTR Wheel Engineering is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Experience level:

• 2 years

Shift:

• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

Work Location: In person