Customer Care Representative LII
Department: Front Office
Pay Rate: 21.00/Hr.
Hours: 8am to 5pm
Location: 290 and Fairbanks North Houston
We are a leader in the workplace, education, healthcare + hospitality furniture industry has an immediate career opportunity at our Houston, TX distribution center. This candidate will be responsible for learning and understanding the goals/objectives of the company/department. This candidate will also be responsible for exceeding client expectations and ensuring service levels are clearly understood, while establishing a pleasant working relationship both internally and externally and providing the “end to end customer experience.”
Duties and Responsibilities
Answer general Customer Questions via Email and Phone.
Handle an increased volume of customer care emails with less support from rest of team.
Demonstrate the skills and product knowledge required to perform job functions.
Knowledge and use of electronic catalog and website.
Continue to learn to navigate the AS400 – but has a general understanding of all major Customer Care functions.
Support Customer Care Operations for Dealers and Territory Managers.
Process Demo requests.
Check order status/electronic orders.
Check inventory.
Provide product information and pricing.
Process credits, return authorizations and factory charge backs.
Process Parts Express, Warranty and Replacement Orders.
Submit changes or cancellations on orders with assistance from Lead, Supervisor or DC Services.
Process Order Addendums.
Track shipments.
Research and resolve customer inquiries.
Review appropriate daily reports.
Follow and adhere to department/company guidelines.
Daily check-in with Customer Care Supervisor.
Attend weekly Teams meetings with Supervisor.
Meet Time to Reply Average for response time.
Escalate open issues with no response to supervisor.
Maintain an open issue log.
Participate in all teams training meetings.
Approve Labor Reimbursement requests with assistance from Lead or Supervisor.
Other duties as assigned.
Requirements
Superior verbal and written communication skills with a strong ability to solve problems effectively and efficiently.
Strong attention to detail, ensuring purchase orders are placed in a timely manner and any questions regarding purchase orders are handled properly.
Ability to multi-task and adjust priorities dynamically to meet deadlines and changing goals.
Articulate email, fax and verbally communicate in a clear and concise manner.
Read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Define problems, collect data, establish facts, and draw valid conclusions.
Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Knowledge of Microsoft Office programs (Excel, Word, etc.).
Education
High school diploma or general education degree (GED); or two to three years related experience and/or training; or equivalent combination of education and experience or military equivalent.
BENEFITS
We offers a comprehensive employee benefit program that enables our employees to stay healthy, feel secure and maintain a work/life balance. The following are benefits we offer employees (or may be eligible for):
Paid Time Off | Holiday Pay | Medical/Prescription Insurance | Dental Insurance | Vision Insurance | Health Savings Accounts (HSA) | Company-Paid Life and AD+D Insurance | Company Sponsored Long-term Disability | Short-term Disability | Voluntary Life Insurance | Employee Assistance Program (EAP) | Critical Illness and Accidental Injury Insurance | FSA | 401(k) & Roth 401(k)