Customer Care Associate

Oliver Tolas Healthcare Packaging

3d • Onsite

About The Position

The Customer Care Associate provides customer service support to internal and external customers and plays a critical role in order management. The role is responsible for timely order processing, confirming realistic delivery dates, developing long-term relationships with assigned customers and key stakeholders, and liaising between customers and cross-functional internal teams to ensure orders are delivered successfully according to customer needs.

The Associate receives, reviews, processes, and acknowledges customer orders; monitors orders throughout manufacturing; coordinates realistic shipping dates with planning and manufacturing; and communicates updates, delays, risks, and alternatives to customers and internal stakeholders. The role also supports customer specification reviews, complaints, information requests, pricing and fees, and collaboration with Regional Sales Managers on technical information, quotes, and territory growth opportunities.

The position contributes to goals, objectives, policies, procedures, and improvement recommendations, and supports implementation of established standards. It requires strong customer orientation, communication, problem-solving, organization, analytical thinking, project management, and prioritization skills, along with proficiency in Microsoft Office, SAP Hana, and other business applications. Occasional travel may be directed by management. The position is salaried and listed annually at 0.00–0.00.

Requirements

• Bachelor’s degree in Business or a closely related field.
• 1–2 years of related B2B customer service, supply chain, sales, or account management experience.
• Customer orientation and ability to respond to changing customer needs and wants.
• Strong teamwork and problem-solving skills.
• Ability to develop, maintain, and strengthen partnerships inside or outside the organization.
• Ability to work independently or as part of a team, stay organized, and meet deadlines in stressful situations.
• Strong written and verbal communication skills, including speaking and technical writing.
• Strong active-listening skills.
• Ability to maintain positive team relationships and work across the organization to gather information, make decisions, and recommend improvements.
• Ability to handle diverse interpersonal styles and personalities appropriately and diplomatically.
• Ability to support all Oliver sites.
• Strong Microsoft Office skills and experience with SAP Hana ERP and business applications.
• Ability to follow through on details and enter data into computer systems quickly and accurately.
• Ability to manage multiple projects while maintaining strict attention to detail.
• Excellent learning and presentation skills.
• Strong business acumen, analytical thinking, troubleshooting, communication, problem-solving, project management, and prioritization abilities.

Responsibilities

• Receive and process customer orders, checking for accuracy and completeness within 24 hours of receipt.
• Acknowledge customer orders within 48 hours.
• Work with Product Specification Specialists and Process Engineering to review and improve customer specifications.
• Follow up on and escalate order and parts risks or potential problems to appropriate manufacturing, process engineering, production planning, and pre-production team members.
• Monitor customer orders during manufacturing and advise customers, sales, and operations about significant delays, providing alternatives where appropriate.
• Apply pricing and fees consistently according to company policy.
• Coordinate with planning and manufacturing to determine realistic shipping dates.
• Communicate updated order acknowledgments to customers and update internal systems as needed.
• Capture customer complaints and track them according to established practices and procedures.
• Coordinate timely specification reviews and responses to other customer information requests.
• Work with Regional Sales Managers on internal information requests, technical information, and quotes; identify and grow territory opportunities in collaboration with the sales team.
• Provide responsive, clear communication to customers and strive to exceed expectations.
• Participate in developing goals, objectives, policies, and procedures; recommend changes and improvements and help implement existing standards and procedures.
• Summarize data for Customer Service and Sales management.
• Provide teaching and consulting support and demonstrate Oliver Core Values.
• Travel occasionally as directed by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level