Customer Care Representative

Global Industries • Whittier, CA

5d • Onsite

About The Position

In this role, you will support clients by accurately entering and reviewing order details while ensuring timely processing and exceptional service. The ideal candidate is highly organized, detail-oriented, and comfortable working in a fast-paced environment.

Requirements

• High school diploma or general education degree (GED); or three to six years related experience and/or training; or equivalent combination of education and experience or military equivalent.
• Global product knowledge and processes.
• Articulate email, fax and verbally communicate in a clear and concise manner.
• Read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Knowledge of Microsoft Office programs (Excel, Word, etc.).
• Must be legally authorized to work in the U.S. on a full-time basis.
• Global does not sponsor work authorization or visas for this role.

Responsibilities

• Answer Customer Questions via Email and Phones
• Handle an increased volume of customer care emails and phone calls.
• Demonstrate the skills and product knowledge to handle more complex situations.
• Knowledge and use of electronic catalog and Global websites.
• Continue to learn to navigate the AS400 – but has a general understanding of all major Customer Care functions.
• Support Customer Care Operations for Dealers and Territory Managers.
• Process Demo requests.
• Check order status/electronic orders.
• Check inventory.
• Provide product information and pricing.
• Process credits, return authorizations and factory charge backs.
• Process Parts Express, Warranty and Replacement Orders.
• Submit changes or cancellations on orders with little to no assistance.
• Process Order Addendums.
• Track shipments.
• Research and resolve customer inquiries.
• Review appropriate daily reports.
• Follow and adhere to department/company guidelines.
• Daily check-in with Customer Care Supervisor.
• Attend weekly Teams meetings with Supervisor.
• Meet Time to Reply Average for response time.
• Escalate open issues with no response to supervisor.
• Maintain an open issue log.
• Participate in all Global Teams training meetings.
• Approve Labor Reimbursement requests with assistance from Lead or Supervisor.
• May be assigned small projects by the management team.
• Other duties as assigned.

Benefits

• Paid Time Off
• Holiday Pay
• Medical/Prescription Insurance
• Dental Insurance
• Vision Insurance
• Health Savings Accounts (HSA)
• Company-Paid Life and AD+D Insurance
• Company Sponsored Long-term Disability
• Short-term Disability
• Voluntary Life Insurance
• Employee Assistance Program (EAP)
• Critical Illness and Accidental Injury Insurance
• FSA
• 401(k) & Roth 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED