Customer Care - Customer Care Representative

IEWC•New Berlin, WI

About The Position

The Customer Care Representative (CCR) provides customer support and manages day-to-day activities, including orders, presale inquiries, and post-sale transactions. Working collaboratively with internal partners, the CCR uses customer service and communication skills, order management capabilities, and system knowledge to support assigned territories and meet customer needs. The role represents IEWC’s brand and value proposition as a daily point of contact for customers. The CCR works in a fast-paced environment, handling customer communications and order-related tasks accurately and promptly. The role also contributes to continuous improvement, collaborates with teammates, and works toward individual and team goals. Reasonable accommodations may be available for essential job duties under ADA requirements; employees who cannot perform these duties are directed to contact Human Resources.

Requirements

High school diploma or equivalent required.
At least 6 months of customer service experience in any industry.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret a wide variety of technical and business information and work with abstract and concrete variables.
Ability to use Microsoft Office applications, including Outlook, Excel, and Word; CRM systems such as Salesforce; ERP systems such as SAP; and other standard current computer applications.

Nice To Haves

Associate or bachelor’s degree preferred.

Responsibilities

Manage customer orders accurately and promptly by reviewing customer purchase orders, comparing them with Customer Material Information (CMI), and entering orders into SAP and Rubicon.
Respond to customer inquiries with urgency and aim for first-contact resolution.
Run back/late order reports and collaborate with customers to set appropriate expectations and proactively resolve problems.
Administer customer order changes, expedites, tracking, and cancellations.
Update customer and material information promptly in SAP and Rubicon.
Administer sample requests from customers and the Sales team.
Process incoming emails, calls, and faxes promptly and accurately.
Work independently with minimal supervision in a fast-paced environment.
Contribute to process-efficiency and customer-experience continuous-improvement efforts.
Resolve product or service problems by clarifying complaints, determining causes, creating return authorizations, providing solutions, expediting corrections or adjustments, and following up to ensure resolution.
Use SAP, Microsoft Word, and Excel.
Work with the appropriate salesperson to service customers regarding changes in the Customer Master file.
Pursue opportunities to improve knowledge of the company, products, markets, and systems.
Use continuous-improvement methods and internal and external resources to enhance customer experience and process efficiency.
Collaborate proactively with team members, provide support, and share information to meet daily customer and business needs.
Maintain and enhance technical competency and customer service skills.
Work toward and contribute to the success of individual and team goals and metrics.