What are the responsibilities and job description for the Customer Care Account Coordinator - Bilingual position at Victaulic?
Job Description
POSITION: Customer Care International Account Coordinator
LOCATION: Customer Care, Commerce Park
REPORTS TO: Customer Care Supervisor
Responsibilities
POSITION: Customer Care International Account Coordinator
LOCATION: Customer Care, Commerce Park
REPORTS TO: Customer Care Supervisor
Responsibilities
- Provide professional and proper response to all inquiries received from internal and external customers.
- Perform quote and order processing, handle all telephone, email, and/or chat inquiries ensuring the accurate, timely and effective handling of the customer requirement.
- Maintain and distribute customs documentation such as NAFTA certificate, commercial invoices, certificates of origin, shippers letter of instruction and shippers export declaration, etc.
- Responsible to respond, analyze and/or resolve customer requests, inquiries, or problems by utilizing established procedures in a timely manner.
- Builds relationships with customers; understand their product lines and markets to promote the value added products that Victaulic offers.
- Assist customers in selecting product and identifying potential sales leads.
- Identify and report all instances of customer problems or system deficiencies that are not immediately resolved to Supervisor, Sales Representative and/or Management.
- Provide feedback on CC procedures and identify process improvement opportunities.
- Maintain current documentation and files as per established procedures.
- Uphold a positive attitude and enthusiastic demeanor to provide customers with the highest level of service.
- Ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by your team, Customer Care, and the organization.
- Assist all other department disciplines in various areas as required to maintain your team, Customer Care and Victaulic’s Global mission.
- Work closely with all facets of the organization to provide superior customer service.
- Assist in various tasks, projects and responsibilities as assigned by CC Management team.
- B.S. / B.A. degree preferred.
- Bilingual (English and Spanish) required.
- Proficient in MS Office applications including Outlook, Word, Excel, and Power Point.
- Minimum three years of customer service and/or Victaulic product knowledge.
- Proficient in Qlik View/Sense Applications.
- Extraordinary attention to detail with strong organizational skills.
- Excellent communication skills, patient, professional and courteous when faced with an adverse situation.
- Project management and analytical skills a plus.
- Goal oriented, reliable, self-motivated, and able to problem solve and multi-task effectively in a fast-paced environment.
- Willing to be flexible in schedule and work occasional overtime.
- Willing to make infrequent overnight travel.