Customer Care Representative

Staffing Partners is looking for a Customer Care Representative for their client in the Bloomington area. This is a permanent opportunity with a great manufacturing company with potential for growth! Excellent benefits and great work/life balance. The Customer Care Representative will be responsible for addressing customer inquiries regarding product/service questions.

Interaction with Internal and External Customers:

• Respond to customer inquiries via phone, email, mail or social media.
• Responsible for maintaining a high level of professionalism with internal and external customers, working to establish a positive rapport with every interaction.
• Ensure Salesforce.com (SFDC) utilization is in compliance with expectations.
• Update customer/account information in SFDC during and after each call
• Respond and manage website leads in SFDC
• Generate quotes using SFDC
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting corrective action; following up to ensure resolution.
• Respond to customers inquirers within the established response time.
• Contributes to the team effort by accomplishing tasks to the agreed upon on timeframe
• Confers with production, sales, shipping, warehouse or logistics personnel to expedite or trace missing or delayed shipments
• Works as liaison between production, sales and the customer after the order is entered into Epicor by sales.
• Updating any changes on all purchase order information once the order has been entered into the Epicor system.
• Assist with Audits
• Handle and process returns, initiating a Return Material Authorization (RMA) in accordance with established procedures.
• Processing all customer adjustments/debit memos or expenses related to warranty.
• As needed, handle product recall situations and manage the related communications to customers regarding technical service requirements.
• Arrange installation services to support new product installations & refurbishments and field work related to product warranty matters.
• Arrange travel and accommodations for installers. Help develop travel report and process expenses.
• Answer product and service questions; suggesting information about other products and services.
• Provide assistance in after sales service as required.
• Assist in product research as requested.
• Develop competencies and processes required to effectively perform the following:
• Create customers solutions ensuring the customer’s needs are addressed within budget and maintaining a positive impact on the bottom line
• Work with Sales Managers and Engineering staff to maintain product knowledge
• Effective time management and organization skills
• Self-motivate to achieve objectives beyond expectations.

Revenue Generating Performance

• Generate revenue growth through achievement of performance objectives, such as:
• Sales performance objectives, i.e., achieving or exceeding parts forecast
• Computes price, discount, commission, and shipping charges on parts orders.
• Processes parts orders in Epicor, assigning ship dates, appropriate information for invoicing, production, shipping and bills of lading.
• Use Salesforce.com, effectively to ensure accurate lead management.

Interpersonal Skills

• Ability to multitask, reacting. quickly and calmly to unexpected Attentiveness, ability to listen effectively and provide feedback.
• Ability to position communication using positive language.
• Willingness to improve, receptive to feedback.
• Collaboration, ability to work productively with others to create positive outcomes/solutions.
• Effective negotiation skills with the ability to communicate across all customer levels.
• Excellent written skills.
• Mechanical aptitude.