Customer Care Representative - Murtech Consulting
Morrisville, NC
About the Job
Position:Customer Care Representative
Location:Morrisville, NC
Duration:Full time, W2
Description:
As a Customer Care Representative, you will beresponsible for providing superior customer service for all internal and external customers through excellent communication utilizing in-depth knowledge of company products, services, policies, and procedures. This position would provide coverage to ourclient’sCentral and West Coast Region Customers.
As a Customer Care Representative, you will beresponsible for providing superior customer service for all internal and external customers through excellent communication utilizing in-depth knowledge of company products, services, policies, and procedures. This position would provide coverage to ourclient’sCentral and West Coast Region Customers.
Responsibilities:
- Contribute to the outstanding reputation of the company by always putting the customer first, treating fellow associates with respect, and conducting business with the highest integrity.
- Build, strengthen and maintain positive business relationships by establishing consultative rapport with customers.
- Act as point of contact for customer orders, quotes, sample requests, complaints, and compliments.
- Process customer sales orders, backorders and pick tickets timely and accurately.
- Make customer recommendations to optimize product mix and increase sales in orders, including suggestive selling and upselling of add on items.
- Make logistics and freight decisions based on cost and customer needs.
- Determine appropriate outside warehouse to process orders.
- Provide quick response to incoming customer order status and product knowledge requests.
- Partner with sales, marketing, purchasing, production, and shipping/receiving teams relating to customer orders, forecasts, and inventory accuracy.
- Perform outbound calls to customers to collect customer satisfaction information regarding promotional goods, services, or tradeshows.
- Process customer returns according to established department policies and procedures.
- Work closely with the credit department to resolve disputed credit items.
- Address customer issues and ensure effective and long-term problem resolution.
- Follow up to ensure that all requests and/or problems are resolved satisfactorily.
- Provide timely feedback to the company regarding service failures or customer concerns.
- Work closely with the Sourcing department to achieve appropriate and timely complaint resolution.
- Assist accounting department, as needed, in processing of customer invoices and credits.
- Maintain customer account information andcommunicate to other departments, as needed.
Required Skills:
- Must possess customer service experience
- Possession of at least a high school diploma is required and a post-secondary degree is preferred
- Demonstrated aptitude for problem-solving; ability to determine solutions for customers Must be results-orientated and able to work both independently and within a team environment
- Must possess excellent verbal and written communication skills
- Must display a professional image in all settings
- Proficiency in using Microsoft Office Suite applications
- Customer service experience in a manufacturing environment and with an independent sales team is preferred
- Inside sales experience is valued
- SAP, Great Plains, Infor, Salesforce or other CRM system experience preferred
Source : Murtech Consulting