Customer Care Specialist

JOB SUMMARY: 

The Customer Care Specialist collaborates closely with our customers, sales team, technical service, finance, and management to ensure our strategic customers and customer quotes and orders are accurate and delivered on-time. 

Customer service is of utmost importance to this position, as this role will be a point of contact for proactively defining, initiating, and leading customer and divisional sales processes with a strong emphasis on managing contract subscriptions and renewals.

ESSENTIAL/PRIMARY DUTIES:

• Serve as the subject matter expert for contract management related processes and ERP functions/testing within the department.
• Utilize multiple software platforms to manage customer orders, subscriptions, and renewals. Obtain field input as needed and fulfill warranty orders.
• Initiate contact and develop working relationships with key internal and external stakeholders, including but not limited to, channel partners’ equipment operations managers, team members, inside sales support, and sales and marketing leadership.
• Resolve first point of escalation for internal and external customers for non-technical issues.
• Provides reports and gathers intelligence to various stakeholders on strategic account activity.
• Proactively initiate and lead projects, including the documentation and implementation of new processes, policies, procedures, and analytical tools.
• Offer solutions, expertise, and knowledge across multiple divisions and/or product horizontals.
• Assist the Supervisor in developing, implementing, and maintaining customer experience processes and work instructions that are compliant, effective, and result in satisfied customers.
• Collaboratively engages customers, sales, finance, and other areas to set up new customers.
• Communicates list price, channel partner price, contract price, part numbers, product information, freight terms, anticipated delays, past dues, promotional and contract inquiries, and any additional information needed by customer via phone, e-mail, or web.
• Provide phone coverage for departmental call centers and communicate information via email, phone, and virtual channels.
• Manage multiple requests, tasks, and deadlines, while supporting MPS principles and theme work.

SECONDARY DUTIES:

• Assist Customer Experience Representatives when in behind condition.
• Train new sales representatives and teammates on departmental processes.
• Assist with audits and respond to auditor’s requests.
• Other duties as assigned.

EDUCATION and/or EXPERIENCE:

• Associate’s degree or equivalent from a two-year college or technical school.
• At least 5 years of related experience or an equivalent combination of experience and education.

COMPETENCY/SKILL REQUIREMENTS:

• Very strong skills in data management, organization, and analysis, including the ability to learn new data tools and data sets quickly.
• Must be a self-starter with the ability to work with minimum supervision.
• Process-oriented, proactive, and customer-focused.
• Strong problem-solving skills.
• Demonstrated ability to be flexible, detail-oriented, and able to work independently and in a team setting against tight deadlines.
• Strong project management skills with demonstrated ability to work on multiple projects.
• Intermediate to advanced MS Office skills required (Advanced Excel preferred).
• Ability to work with different personality types while remaining tactful and diplomatic.
• CRM experience desired.
• ERP system experience.
• Three (3) years’ experience with business reporting and using analytical tools such as Excel and Customer Relationship Software. Tableau knowledge is a plus.
• ISO/FDA Standards knowledge.
• Call center and reporting knowledge.

SUPERVISORY RESPONSIBILITIES:

• N/A