Customer Care Specialist

Description

Job Title: Customer Care Specialist

Reports to: Customer Care Manager

FLSA Status: Salary Non Exempt

Travel: Travel requirement 10-15%

Summary:

Reporting to the Customer Care Manager, the Customer Care Specialist (CCS) is expected to be knowledgeable in all aspects of the order to cash process. This entails order processing, obtaining scheduling information, coordination of shipments, order expedites and processing of customer inquiries. The CCS will act as a liaison between respective departments to investigate and resolve non product complaints. This position will perform standardized processes, complete ERP (NetSuite-Plex) and supplemental trainings to align with department and company guidelines.

Essential Duties and Responsibilities:

· Customer Assistance: Primary point of contact for an assigned geographical section or market specific account base. Provide product or service information relative to Altor’s product portfolio. Respond to customer inquiries via phone, email, or chat in a timely and professional manner. Provide accurate information and assistance regarding products, services, and policies.

· Problem Resolution: Handle customer complaints and concerns effectively, aiming for a swift resolution while maintaining a positive customer experience. Escalate issues to appropriate channels when necessary.

· Order Processing: Assist customers with placing orders, tracking shipments, and processing returns or replacements. Ensure accuracy and efficiency in order management procedures.

· Product Knowledge: Develop a comprehensive understanding of our products or services to effectively address customer questions and concerns. Knowledgeable on product features, pricing, and entire Altor product portfolio.

· Customer Relationship Management: Build and maintain strong customer relationships by demonstrating empathy, professionalism, and reliability in every interaction. Customer sites visits may be required to support customer or business requirements.

· Documentation and Reporting: Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions. Provide regular reports i.e. Open Order Reports, Scorecards, and feedback to management in regard to service level agreements.

· Team Collaboration: Collaborate with departments such as Sales, Operations, Scheduling, or Marketing to ensure seamless communication and resolution of customer issues. Contribute to team goals and initiatives.

· Other duties may be assigned.

Requirements

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Requirements/Work Experience:

Bachelor’s Degree or equivalent work experience

3+ years of experience in customer service; preferably in a manufacturing environment

Experience with ERP Systems is desired

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

· To perform this job successfully, an individual should have knowledge of Microsoft Suite – Word, Excel, PowerPoint.

· Essential requirements include computer literacy; proficiency in office software products, with the ability to create PowerPoint or Excel presentations, and effectively utilize Teams, SharePoint, and Salesforce.

· Proficiency in use of ERP systems (Oracle, SAP, NetSuite, etc.) required.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

· Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Strive to meet service level objectives by providing timely written and verbal communication to our customer base. All duties will be performed with a sense of integrity and commitment to achieve customer satisfaction metrics

· Excellent verbal and written skills, ability to communicate clearly and effectively with all levels within the organization, excellent organizational, planning and people skills, ability to lead initiatives that require project management and comfort in interacting and influencing at all