Customer Care Representative

Location
Bloomington, Minnesota
Salary
$45,000 - $50,000/year
Posted
Feb 18, 2019
Closes
Mar 20, 2019
Ref
TIS-CCR
Category
Customer Service
Job Type
Employee
Employment Status
Full Time

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.

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