Duties and Responsibilities

• Answer Customer Questions via Email and Phone with very little support from team members.
• Handle an increased volume of customer care emails and phone calls.
• Demonstrate the skills and product knowledge to handle more complex situations.
• Knowledge and use of electronic catalog and Global website.
• Continue to learn to navigate the AS400 - but has a general understanding of all major Customer Care functions.
• Support Customer Care Operations for Dealers and Territory Managers.
• Process Demo requests.
• Check order status/electronic orders.
• Check inventory.
• Provide product information and pricing.
• Process credits, return authorizations and factory charge backs.
• Process Parts Express, Warranty and Replacement Orders.
• Submit changes or cancellations on orders with little to no assistance.
• Process Order Addendums.
• Track shipments.
• Research and resolve customer inquiries.
• Review appropriate daily reports.
• Follow and adhere to department/company guidelines.
• Daily check-in with Customer Care Supervisor.
• Attend weekly Teams meetings with Supervisor.
• Meet Time to Reply Average for response time.
• Escalate open issues with no response to supervisor .
• Maintain an open issue log.
• Participate in all Global Teams training meetings.
• Approve Labor Reimbursement requests with assistance from Lead or Supervisor.
• May be assigned small projects by the management team.
• Other duties as assigned.

Requirements

• Superior verbal and written communication skills with a strong ability to solve problems effectively and efficiently.
• Strong attention to detail, ensuring purchase orders are placed in a timely manner and any questions regarding purchase orders are handled properly.
• Ability to multi-task and adjust priorities dynamically to meet deadlines and changing goals.
• Articulate email, fax and verbally communicate in a clear and concise manner.
• Read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Knowledge of Microsoft Office programs (Excel, Word, etc.).

Education

• High school diploma or general education degree (GED); or six to ten years related experience and/or training; or equivalent combination of education and experience or military equivalent.