CUSTOMER CARE ASSOCIATE (CUSCA)
About The Position
Reporting to the Manager Customer Care Books and Services, this role serves as the primary point of contact between Brodart and assigned customers and is responsible for day-to-day service activities. The intent of this position is to deliver an exceptional customer experience. Regular informal and formal phone or web-based meetings are central to the success of this position. Partnering with sales to build a multi-level relationship is critical. Initiates and fulfills customer service activities – processes credits, returns, no charge replacements, order fulfillment, account setup, facilitating deadlines, etc. Develops and maintains profitable and successful relationships. Formal and informal communications, evaluating client expectations and Brodart’s ability to meet those expectations, and forming strong interactions with all levels within the Brodart/customer organization. Presents reports during customer meetings. Gathers information on the nature, complexity, and urgency of customer concerns and accurately records in customer contact software. Manages individual contracts and renewals for specified customers. Takes ownership of customer issues ensuring problems are promptly and professionally resolved. Maintains an in-depth understanding of Brodart's technical products, support protocols, customer contact applications, and departmental procedures, as well as knowledge of the company's other products and applications used by customers. Supports other functions and duties within the Customer Service group when necessary.
Requirements
- High School diploma and/or GED equivalent
- Responsible individual with a strong work ethic that can work independently with minimal supervision
- Ability to interact with people internally and externally at all levels
- Excellent verbal and written communication skills
- Ability to multi-task and work well in a fast-paced, ever-changing environment
- Team and detail-oriented person with the ability to work in an integrated organization
- 1-year experience with MS Excel and Word
- Normal office environment, close and distant vision, using hands and fingers to handle and feel, talk and hear, sitting, lifting up to 10 lbs. frequently
- Standing and walking, lifting up to 40 lbs. occasionally
Nice To Haves
- Associates degree in a business or computer related discipline a plus
- Background in Customer service preferred
Responsibilities
- Serves as the primary point of contact between Brodart and assigned customers
- Responsible for day-to-day service activities
- Delivers an exceptional customer experience
- Processes credits, returns, no charge replacements, order fulfillment, account setup, facilitating deadlines
- Develops and maintains profitable and successful relationships
- Presents reports during customer meetings
- Gathers information on the nature, complexity, and urgency of customer concerns and accurately records in customer contact software
- Manages individual contracts and renewals for specified customers
- Takes ownership of customer issues ensuring problems are promptly and professionally resolved
- Maintains an in-depth understanding of Brodart's technical products, support protocols, customer contact applications, and departmental procedures, as well as knowledge of the company's other products and applications used by customers
- Supports other functions and duties within the Customer Service group when necessary
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
