Customer Care Specialist

Job Title: Customer Care Specialist

Reports to: Customer Care Director

FLSA Status: Non Exempt

Travel: Travel requirement 10-15%

Job Summary

The Customer Care Specialist (CCS) is expected to be knowledgeable in all aspects of the order to cash process. This entails order processing, obtaining scheduling information, coordination of shipments, order expedites and processing of customer inquiries. The CCS will act as a liaison between respective departments to investigate and resolve non product complaints. This position will perform standardized processes, complete ERP (NetSuite-Plex) and supplemental trainings to align with department and company guidelines.

Essential Duties and Responsibilities

• Customer Assistance: Primary point of contact for an assigned geographical section or market specific account base. Provide product or service information relative to Altor’s product portfolio. Respond to customer inquiries via phone, email, or chat in a timely and professional manner. Provide accurate information and assistance regarding products, services, and policies.
• Problem Resolution: Handle customer complaints and concerns effectively, aiming for a swift resolution while maintaining a positive customer experience. Escalate issues to appropriate channels when necessary.
• Order Processing: Assist customers with placing orders, tracking shipments, and processing returns or replacements. Ensure accuracy and efficiency in order management procedures.
• Product Knowledge: Develop a comprehensive understanding of our products or services to effectively address customer questions and concerns. Knowledgeable on product features, pricing, and entire Altor product portfolio.
• Customer Relationship Management: Build and maintain strong customer relationships by demonstrating empathy, professionalism, and reliability in every interaction. Customer sites visits may be required to support customer or business requirements.
• Documentation and Reporting: Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions. Provide regular reports i.e. Open Order Reports, Scorecards, and feedback to management in regard to service level agreements.
• Team Collaboration: Collaborate with departments such as Sales, Operations, Scheduling, or Marketing to ensure seamless communication and resolution of customer issues. Contribute to team goals and initiatives.
• Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Requirements/Work Experience

• Bachelor’s Degree or equivalent work experience
• 3 years of experience in customer service; preferably in a manufacturing environment
• Experience with ERP Systems is desired

Computer Skills

• To perform this job successfully, an individual should have knowledge of Microsoft Suite – Word, Excel, PowerPoint.
• Essential requirements include computer literacy; proficiency in office software products, with the ability to create PowerPoint or Excel presentations, and effectively utilize Teams, SharePoint, and Salesforce.
• Proficiency in use of ERP systems (Oracle, SAP, NetSuite, etc.) required.

Core Values

Our core values define how we work and what we expect from every associate. The ideal candidate will consistently demonstrate these values in performing the responsibilities of this role. Each core value represents essential behaviors and competencies aligned with the duties and qualifications of the position.

• Accountability – We take full responsibility for our actions and outcomes, ensuring transparency and trust with our stakeholders, customers, associates, and the environment. Competencies: Problem Solving, Decision Making, Planning & Organizing, Resilience, Time Management/Prioritization and Learning Agility
• Innovation – We champion creativity and collaboration, continually striving to deliver groundbreaking solutions that transform our industry and exceed expectations. Competencies: Creativity & Curiosity, Continuous Improvement, Vision & Strategic Thinking, and Collaboration & Teamwork
• Integrity – We uphold the highest ethical standards of honesty, transparency, and ethical behavior in every decision and action, fostering trust at all levels in our organization. Competencies: Honesty, Consistency & Dependability and Commitment to Excellence
• Adaptability – We embrace change agility and resilience, staying flexible and proactive in a constantly evolving world. Competencies: Communication, Results Oriented and Flexibility
• Caring – We prioritize the well-being of our people, communities, and business partners, recognizing that their success and happiness are vital to our own. Competencies: Organizational Savvy, Risk Management, Compliance, Diversity, and Empathy
• Passion – We are driven by a relentless pursuit of excellence, demonstrating determination to succeed while maintaining humility and respect for others. Competencies: Commitment, Persistence & Tenacity, Humility and Respect

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include: close vision. While performing the duties of this Job, the employee is frequently required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to reach with hands and arms.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is typical of most office environments. The noise level in the work environment is usually low to moderate level.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by those assigned to a particular position. This document in no way states or implies that this is as an exhaustive list of all responsibilities, duties, and skills required and personnel may be required to perform duties outside their normal responsibilities from time to time, as needed. The Company reserves the right to change, modify, amend, add to or delete from, any section of this document as it deems, in its judgment, to be proper.