Customer Care Specialist/Receptionist

Overview:

For 100 years CBT has been one of the most innovative Industrial Distribution companies in Cincinnati and the tristate region. Our mission is to be recognized by our customers and our suppliers as their best business partner. Our success comes from recruiting, hiring, and training the best people in the industry. We invest in our people and our business.

A Customer Care Specialist is instrumental in assuring focused and productive communication with both new and existing clients and vendors. A Customer Care Specialist resolves complex inquiries from the clients and ensures customer satisfaction. Customer Care Specialist are responsible for various kinds of administrative functions essential to the sales process.

Responsibilities:

• Expedite and follow up on new and existing orders (verify pricing/part numbers/quantities).
• Process returns and credits.
• Answer telephone calls, take and deliver accurate messages. Respond to requests by gathering and providing information, referring non-routine calls to appropriate staff. Ask probing questions to respond effectively.
• Locate and gather information from the appropriate source to assist in resolving business issues. Pursue information that may not be readily available.
• Compose, modify, and proofread correspondence, reports, or presentations from rough drafts, general instruction or based on special knowledge of area and Company.
• Work closely with shipping department and suppliers to ensure timely shipment of product to customer.
• Compile weekly reports as needed by customers in Excel format.
• Manage and maintain sales presentations and assist sales team.
• Support inside and outside sales.
• Work with accounting to resolve customer and vendor returns.
• Assist with training new Specialists.
• Provide Information to Callers
• Greet Persons Entering Organization
• Direct Persons to Correct Destination
• Maintain 100% Phone Coverage during business hours
• Deal with Queries from the Public and Customers
• Ensure Knowledge of Staff Movements in and out of Organization
• Monitor Visitor Access and Maintain Security Awareness
• Receive and Sort Mail and Deliveries
• Schedule Appointments
• Organize Conference and Meeting Room Bookings
• Monitor, maintain, and order Office Equipment and Supplies Relevant to Reception
• Tidy and Maintain Reception Area

Requirements:

• High School Diploma or Equivalent is required.
• Three to five years of administrative or sales support experience is preferred.
• Use Microsoft Office: Word, Excel. Able to learn and use other software as needed.
• Conveys essential information clearly and concisely, both in writing and verbally. Use active listening skills while sharing information.
• Demonstrate ability to manage multiple projects and priorities yet be responsive to changes in those priorities.  Demonstrate effective analytical skills to manage routine situations.
• Possess good attention to detail and the ability to proofread documents for correct grammar, spelling and punctuation.

Direct Reports: 

• None

Additional Responsibilities:

• Fill in for Receptionist and other Customer Care Specialists as needed.
• Other duties as assigned or as become evident.

Working Environment:

• Work is performed within a general office environment. Work is sedentary in nature but may require occasional standing, walking, lifting (overhead, waist level), bending, frequent near vision use for reading and computer use. Lighting and temperature are adequate and there are no hazardous or unpleasant conditions caused by noise, dust, etc. within the office environment.