Customer Relations Specialist- Transportation

Velcro USA•Manchester, NH

3d•Hybrid

About The Position

It's a great time to join Velcro Companies! Job Objective: The Customer Relations Specialist plays a vital role in delivering an exceptional customer experience by managing direct inquiries through E-Mail communication and Salesforce. This role is specifically focused on supporting Velcro USA's Transportation business segment, requiring a high level of accuracy, empathy, and responsiveness to meet the unique needs of medical customers. The specialist will proactively identify opportunities to improve efficiency and streamline processes that enhance service delivery and customer satisfaction. Collaboration and teamwork are essential in fostering both employee engagement and customer loyalty. This is a hybrid position requiring 2-days per week on-site at our Manchester location (Tuesdays and Wednesdays), and 3-days remote work.

Requirements

Associates degree preferred
Minimum of 3+ years of experience in a similar customer service, sales support or account management role.
Prior work experience in a manufacturing company, Medical manufacturing is preferred but not required.
Knowledge of customer service principles and best practices.
Proficient in MS Office applications; including Outlook, Excel, Word, and PowerPoint as well as Salesforce and Five9.
Strong communication skills, both oral and written.
Professional demeanor and proven conflict resolution skills.
Passion for servicing our customers is a priority.
Ability to maintain proficiency in the customer service systems, processes, product offerings and workflow of critical functional areas outside of CS.
Customer Focused
Critical thinking and problem-solving skills
Planning and organizing
Decision-making
Strong oral and written communication skills
Teamwork
Conflict management
Ability to identify technical or customer issues needing escalation
Adaptability
Stress tolerance
Work with all levels of the organization in an effective manner
Technical/Functional Skills
Learning Agility
Time Management
Organizational Agility
Interpersonal Savvy

Nice To Haves

Experience with Oracle order entry preferred and EDI is a benefit.
Prior work experience in a manufacturing company, Medical manufacturing is preferred but not required.

Responsibilities

Responsible for day-to-day servicing of existing customers through order processing, accurate and timely communication, problem resolution, and follow-through to fulfill customer needs.
Experience with EDI activity and functionality is beneficial
Managing high-revenue accounts, attending weekly meetings with customer to review releases and accessing customer portals to confirm purchase orders.
Assist customers with order management, provide information on pricing and stocking levels, and work to resolve pricing, billing, and shipping issues
Act as the primary contact for customers collaborating with internal departments (i.e. sales, marketing, manufacturing, and supply chain)
Utilize the ERP system to enter and manage orders, process quality complaints, and research and resolve customer issues
Work in accordance with the organizational and departmental policies and procedures.
Meet and exceed defined CRS metrics and objectives
Support management in proactively communicating with customers on open order/past due order issues
Maintain proficiency in the customer service systems, processes, product offering and workflow of critical functional areas outside of customer service
Responsible for covering co-workers' absences i.e. vacation, sick, leave of absence
Assist with projects as assigned
Participate in ongoing training
Run reports using Orbit, such as open orders and shipment reports.
Other duties and responsibilities may be assigned in order to support customer and departmental needs