ULTRA Energy in Round Rock, TX is seeking a highly detail-oriented and experienced Customer Care Associate for our Furnace Parts brand. The perfect candidate will be an adept multi-tasker, to work under the direct supervision of the Customer Care Supervisor and Head of Industrial Sales.
The Customer Care function is responsible for achieving customer care service levels to accelerate Company order growth; help build and enhance relationships with customers and distribution partners. Perform assigned pre-order, order entry and post-order tasks to streamline customer purchases; optimize customer's overall experience working with the Company. Demonstrate empathy, reliability, assurance, and responsiveness.
This role will work closely with multiple departments and company leadership to ensure the success and growth of the company while in tandem displaying behaviors in line with ULTRA's ONE Energy values.
UNITED COMMITTED AMBITIOUS IMPROVING ETHICAL SAFE
Responsibilities/Requirements
Required Skill Set

• Excellent verbal and written communication skills.
• Exceptional telephone skills to actively listen to customer's situation; project empathy and positive attitude to assist customer with their support request; proactively resolve customer complaints and problems.
• Self-starter: ability to work under minimal supervision and successfully multi-task; work well under pressure to meet deadlines.
• Ability to work as a strong team player and perform in a team environment; proactively recommend improvements and changes to optimize workflow and satisfy customers; prior experience and training in quality methods and continual improvement preferred.
• Strong Microsoft Office (e.g. Outlook, Word, Excel) required; strong keypunch and data entry skills required; prior experience working with an enterprise resource planning (ERP) system or CRM system; experience with Infor Syteline preferred.

Duties and Responsibilities

• Promptly answer incoming phone calls, assisting customers with requests for quotation, purchase order placement, product lead times, and general information.
• Provide customer quotations and engage in quote follow up to close orders in a timely manner.
• Enter customer orders accurately and efficiently.
• Act as a liaison between customer and Engineered Solutions Team, Business Development Managers, and Manufacturer's Representatives.
• Maintain current customer accounts and record activity in CRM system and ERP System.
• Professionally communicate with customers.
• Effectively interface with Engineered Solution, Production, and Estimating to ensure appropriate informational accuracy and customer expectations.
• Basic knowledge of industries served and product scope.

Post-order Support

• Capture and document customer support requests, issues, complaints, and feedback; demonstrate empathy during communication with customer and seek to capture all relevant information they help in understanding and resolving efficiently.
• Use email and telephone communications to resolve simple support requests and issues; for more complicated support requests, use Company systems as indicated to document, route and escalate customer cases to appropriate internal staff.
• Disposition support requests in accordance with Department and Company standards; initiate no-charge orders, returns, credits, sales allowances, traces, and replacement orders; follow-up with customers and internal staff as required.
• Provide order status information to customers and distribution partners.

Qualifications:

• 5 years customer service experience, preferably in a manufacturing environment; ability to make sound customer-related decisions; respond quickly to the needs of the customer.
• High School Diploma required; Associates or Bachelor Degree preferred.
• Ability to lift up to 25 pounds.

We offer medical, dental, vision, life, and disability insurance, health savings accounts, paid time off, and a 401(k) plan with a Company match.
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
Reasonable accommodation statement: if you need an accommodation for any part of the application process, please email careers@ultra-us-gbs.com