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Form of workPosition Overview: The primary responsibility of the Customer Care Representative is to maintain the customer relationship. This role is responsible for direct service of customers, to include taking and entering orders accurately and quickly, suggesting new products, technical information, managing customer concerns, and supporting the sales team.
Responsibilities Would Include:
Preferred Education and Experience:
Responsibilities Would Include:
- Promote customer loyalty.
- Answer and respond to telephone calls, e-mails, and personal requests for commercial support promptly.
- Analyze individual situations and take the appropriate action to ensure that customer needs are met. If the CCR needs help with the response or must solicit the assistance of another CERATIZIT group employee, that CCR must retain, ownership of the opportunity and get back to the customer in a timely manner.
- Receive and process sales orders in a prompt and accurate manner, checking stock availability, following up on open customer orders, requests for literature, trunk stock and providing delivery and lead times.
- Manage customer complaints and all other relevant customer sales requests and information, including updating and maintaining records for individual accounts.
- Respond to customer inquiries regarding standard product selections and customer orders including discussing potential issues with product managers.
- CCR's are responsible for the knowledge available within the CERATIZIT Competency Brands Catalogues.
- Actively seek and suggest ways of improving the work process be flexible to new changes and/or directions in handling the business process and job training.
- Responsible to enter requests for quote's (RFQ's) along with proper follow up to promote timely responses back to our customers and sales engineers.
- Build relationships with customer base to maximize existing product sales and uncover potential add on product needs to grow customer product portfolio.
- Responsible to process returns / warranties within the established QM process in SAP.
- Maintains positive, open communications with all CERATIZIT Group internal departments.
- Other duties as assigned.
Preferred Education and Experience:
- High School Diploma, BA or BS degree in Business or a related field preferred
- Minimum 2 years prior experience in Customer Service or answering heavy volume phones.
- Clear and concise English verbal and written communication skills. Excellent listening skills. Most communication with customers is by phone, calls must be clear and easily understood.
- Must be positive with a high energy level, self-motivated with a willingness to learn.
- Competent computer skills. Ability to use: Windows based software, (Excel, Word, PowerPoint, Access), CRM, Internet, our ERP system, and email communications. Exposure to SAP not required but would be helpful.
- Must possess strong decision-making and troubleshooting skills.
- Excellent with people and presentation skills
- Ability to set goals and achieve scheduled deadlines.
