Customer Care Specialist

Norix Group Inc • West Chicago, IL

3d

About The Position

Summary: The Customer Care Specialist cultivates strong relationships with customers, sales reps and sales managers.
Supervisory Responsibilities: No

Requirements

• Basic understanding of company products and services
• Honest, understanding and empathetic demeanor
• Ability to remain calm under pressure
• Strong problem solving skills, driven to succeed and capable of handling a variety of details throughout the entire sales process
• Ability to work independently as well as within a team
• Demonstrated passion for providing great customer service
• Excellent verbal, written communication, interpersonal and organization skills
• Ability to effectively interact with all levels of personnel in a fast-paced environment, handling multiple priorities at once with a positive attitude
• Proficient with Enterprise Resource Planning systems (NetSuite a plus), Customer Relationship Management tools, and MS applications (Outlook, Excel, Word)
• Willing to learn/adapt in a fast-paced environment.
• High school diploma or equivalent combination of education & experience
• 1 year experience in a relevant customer-oriented role

Nice To Haves

• Inside sales experience a plus
• Experience working at a manufacturer a plus

Responsibilities

• Responsible for customer account management, maintenance, and record keeping in the ERP.
• Manage tax exemption status, file tax certificates, and delivery information forms.
• Enter orders, manage or escalate any concerns and ensure that appropriate changes were made to resolve customers’ concerns.
• Interact directly with customers and sales team via email and phone.
• Support sales and business development initiatives when new options are available or where it would appropriately support the customer’s needs.
• Confirm the lead time with purchasing and production for any orders over capacity.
• Communicate and collect payment for pre-pay orders.
• Provide order status, tracking, and help expedite deliveries.
• Follow-up with purchasing and production departments to research and document any delays and issues with orders.
• Proactively communicate delays to the customer before the estimated ship date.
• Check daily if orders are complete, confirm if the customer is ready to accept delivery, collect payment if needed, & initiate the shipment with distribution dept.
• Resolve any delivery issues with the customer, distribution, and the carrier.
• Manage customer complaints, replacements, warranties, and returns.
• Issues credits, sends order acknowledgements and composes letters to customers and potential customers.
• Coordinate product installation with the installation coordinator.
• Calculate and assess storage fees if the customer is not ready for their order.
• Assist sales with getting pricing and information for custom product requests.
• Work with price lists and/or other department heads to determine charges for services requested; collect deposits or payments or arrange for billing.
• Route qualified opportunities to the appropriate sales reps for further development.
• Help answer any phone calls not answered by the receptionist.
• Follow up post-sale with customers to ensure / enhance customer experience & create brand / company loyalty. Document opportunities for improvement.
• Other related duties as needed or assigned.

What This Job Offers

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