Customer Care Specialist

Chiral Technologies•West Chester, PA

About The Position

The Customer Care Specialist provides customer service, quote and order processing, logistics, and purchasing support in a team-oriented environment focused on efficiency, cross-training, and continuous improvement. The role supports Sales, Accounting, and Production by responding to customer needs promptly and professionally and ensuring those needs are met. The specialist develops working knowledge of the company’s products, shipping systems, Sage 100 ERP and CRM functions, and credit card processing applications. The role processes quotes and sales orders through invoicing and shipment, handles customer communications and inquiries, maintains customer records, supports shipping and receiving, and assists with inventory counts and purchasing. The position has no direct or indirect reports.

Requirements

Associate’s degree or equivalent work experience.
Three to five years of customer service or inside sales support experience.
Shipping experience.
Ability to demonstrate strong information retention and focus.
Motivation to work as a team player supporting customers and internal teams.
High ethical professionalism and discretion.
Exceptional oral, written, and interpersonal communication skills.
Problem-solving skills, flexibility, and strong ownership of tasks.
Ability to manage multiple priorities with strong attention to detail.
Ability to work well within a small-company culture.
Ability to lift 25 pounds and work efficiently in a fast-paced environment.

Nice To Haves

Working knowledge of Incoterms and logistics.
DOT training in shipment of hazardous goods.
Very high proficiency in Microsoft Office programs, including Outlook, Excel, and Word.
Experience with Sage 100 accounting software and Sage CRM.

Responsibilities

Develop and maintain working knowledge of company product offerings, shipping systems, Sage 100 ERP and CRM functions, and credit card processing applications.
Prepare timely and accurate sales quotes with a high level of attention to detail.
Process sales orders from quotation through invoicing and shipment, accounting for international shipments and individual customer requirements.
Work with a team to process customer orders, including quoting, invoicing, packaging, and shipping, and communicate order or project status by phone and email.
Obtain sales tax information, including exemption certificates, during new customer setup.
Verify customer credit limits when processing orders and notify Accounting of credit issues before shipment.
Serve as a point of contact between customers and sales representatives to streamline communications.
Answer and resolve customer inquiries by phone, taking ownership of issues through resolution.
Document outcomes and steps taken for uncommon or challenging issues in applicable databases, including customer RMAs.
Prepare required weekly, monthly, and quarterly reports.
Update customer files and databases in Sage CRM, Sage 100, and other required systems.
Perform clerical and shipping duties, including filing invoices, recording and logging information, and preparing records.
Monitor the shipping and receiving area for carrier and delivery access, assist as needed, log received packages, and notify recipients through appropriate systems.
Pack, label, and ship outbound shipments.
Assist customers and coworkers.
Share responsibility for monthly inventory counts and inventory purchasing, including receiving goods into inventory and generating purchase orders.
Obtain DOT training in the shipment of hazardous goods.
Perform other duties assigned by management.