Customer Care Representative

PGNA INC•Sugarcreek, PA

just now•Onsite

About The Position

The Customer Care Representative is responsible for providing “first touch” support to Conair parts customers. You will answer phones, chats and emails, log incoming requests, and provide basic Parts support, such as completing customer quotations and parts order entry, checking the status of open orders and investigating lead times and technical questions with other departments. Detailed issues will be properly forwarded to Parts Specialists. This position reports to the Parts Manager and is located in Franklin, Pennsylvania.

Requirements

Associate or Bachelor’s degree in Business Administration (or related field) and/or five (5)+ years of direct work experience without formal education;
Position typically expects five (5)+ years of direct/relevant experience based on scope of position;
Has a mechanical aptitude that allows understanding of basic problem issues;
Experience in Microsoft Office software including Outlook, Excel and Word;
Maintain a professional attitude, appearance, conversation, and quality of work;
Must have a positive attitude and foster a continuous improvement environment.

Nice To Haves

Operation and application knowledge of Conair equipment preferred;
Experience with SAP preferred;

Responsibilities

Provide customer parts quotes and order entry via phone, fax, and e-mail; work with customer web portals;
Perform quote follow-ups;
Provide diagrams, manuals, and other literature to customers as requested;
Work in SAP and other Conair systems to provide parts quoting and place orders;
Follow up on open orders, providing customers with timely information about their parts;
Inform Engineering, Manufacturing, and other relevant internal departments of product quality issues;
Direct customer inquiries for all internal and external customers, service technicians, and sales groups to the appropriate resource in the service department or spare parts department. This activity requires screening, appropriation of correct files, documentation, serial number, etc.;
Provide basic product support for customer inquiries received via e-mail, telephone and chat;
Able to close at least 10% of incoming issues without passing to a Specialist.