Customer Care Rep II

Elkay Manufacturing•Erie, PA

5d•Onsite

About The Position

The Customer Care Representative, reporting to the Customer Care Manager, is responsible for answering customer calls via multiple queue line; handle each call in an efficient and professional manner. Utilizing overlapping skills and desktop tools to answer the customers’ questions and resolve or troubleshoot issues quickly and accurately. Enter, accept, and process sales orders timely from all systems and entry points; including allocating orders to the appropriate stocking location for fulfillment by matching national inventory to the ship to location on the sales order to reduce order distance and minimize freight costs. Stay current with manufacturing and production schedules along with timely notification to the appropriate manufacturing personnel of custom orders.

Requirements

High school diploma
2+ years of customer service experience including processing sales orders using ERP software
Excellent interpersonal and verbal/written communication skills
Strong analytical skills and a strong attention to detail
Knowledge of MS Office software including Excel, PowerPoint, Word and Outlook
Ability to work in a continuous improvement environment
Self-motivated with the ability to multi-task effectively and work in a fast-paced environment

Nice To Haves

Experience in the plumbing industry preferred

Responsibilities

Handle calls in an efficient and professional manner; provide first call resolution and create loyal and satisfied customers through consistent superior service on each call or point of contact as defined by department and company goals; this includes troubleshooting and product explanation.
Daily duties and tasks are frequently non routine, requiring resolving many questions and problems for complex issues.
Accept and process sales orders timely, this includes verifying orders for accuracy.
Coordinates the distribution of orders to production areas and shipping department.
Source sales order to the appropriate distribution center and/or stocking location by utilizing national inventory and ship to location to minimize freight cost and expedite the order delivery to the customer.
Responsible for preparing the daily shipments for invoicing; verifying orders for accuracy, communication to stocking distributors and service centers copies of packing slips, logging all orders shipped on a shipping log, and batching by sold and stock with cover sheet.