Customer Care Representative

Job Description

Job Title: Customer Care Representative

Job Function: Inside Sales

Reports To: Customer Relations Manager

Classification: Non-Exempt

Date Approved/Revised: February 14, 2024

Summary

The Customer Care Representative is responsible for supporting post-sale customer service processes as well as helping walk-in customers. This includes customer returns, warranty claims, quality alerts, logistical problems, freight claims, walk-in sales, and more. The ideal candidate will have excellent communication skills, a strong problem-solving ability, and a passion for delivering outstanding customer experiences.

This is a highly technical customer facing position and the successful candidate will deliver superior quality and value to our dealer network while protecting business interests. Must be comfortable with technology, eager to learn, and willing to adapt in a changing environment.

Essential Duties and Responsibilities

Employee must be able to perform these essential functions of the position satisfactorily and, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.

• Coordinates with Sales Team to triage incoming Customer Service tickets.
• Works directly with customers on returns and problem resolutions.
• Responds promptly to customer inquiries in a professional and courteous manner.
• Provides accurate information about products, services, and company policies.
• Performs parts searches in SAP for inventory availability or ordering capabilities and responds to customers in a timely manner
• Completes Sales Orders/Invoices in SAP; collects cash/check or processes credit card payments.
• Provides price quotes to customers utilizing company standards for pricing and for accurate freight quotes.
• Initiates internal investigations, root cause analysis, and corrective actions as warranted.
• Documents the Cost of Quality.
• Communicates with Finance Team to initiate credits and charges to customers.
• Coordinates with Supply Chain when re-work or exchanges are required.
• Authorizes field repair when necessary to meet customer needs and minimize costs.
• Addresses and resolves customer concerns, complaints, or issues with a positive and empathetic approach.
• Investigates and analyzes customer problems, identifying root causes, and proposing effective solutions.
• Collaborates with other departments to ensure timely resolution of complex issues.
• Escalates unresolved problems or concerns to appropriate teams for further assistance.
• Maintains a deep understanding of our products/services to effectively assist customers.
• Accurately documents customer interactions and the steps taken to resolve issues.
• Compiles and maintains records of customer inquiries, comments, and complaints for analysis.
• Strives to exceed customer expectations and contribute to overall customer satisfaction.
• Gathers feedback from customers and provides insights to improve products or processes.
• Works collaboratively with other customer care representatives to share knowledge and best practices.
• Participates in team meetings and training sessions to stay informed about company updates and improvements.
• Assists in training new customer care representatives as needed.
• Performs all other duties as assigned.

Required Education/Experience/Skills

• High School graduate, or equivalent work experience.
• Proven experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Empathetic and patient demeanor when dealing with customer concerns.
• Ability to work in a fast-paced environment and adapt to changes.
• Basic computer skills and proficiency in relevant software applications.

Preferred Education/Experience/Skills

• Prior customer service experience is a plus.

Certifications, Licensees or Registrations Required/Preferred

• This position does not require any special certifications, licenses, or registrations.