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Customer Care Representative

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Feasterville-Trevose, PA
$15.00 - $18.00
Job Type
Temp To Perm
Aug 28, 2017
Job ID
This is long-term temporary position.

The basic function of the Customer Care Representative is to provide customers with an exceptional customer service experience by efficiently and effectively performing all internal customer service activities, while continually strengthening relationships between Customer Care, internal stakeholders (Operations, Logistics, Credit & Collections, etc), and ultimately the end customer.

Position Specification
Experience and Education:  Associates degree (or equivalent) from a two-year college or technical school OR a high school equivalency with minimum two years industry-related work experience.  Bachelor’s degree preferred.  Must have customer-facing experience in a fast-paced, demanding environment.  Ideally, the candidate will have experience in the manufacturing industry.
Knowledge, Skills, and Abilities:  Motivated and positive team player with excellent verbal, phone etiquette, and relationship building skills.  Must be computer literate in understanding Excel, Word, and order entry/fulfillment applications.  Attention to detail and accuracy is critical.  Must be able to function in a fast-paced, demanding, ever-changing environment.

The CCR will work closely with other internal departments (such as Field Sales, Operations, Credit, etc) to ensure accurate and timely order entry and fulfillment of exterior building products to its end customers.  The CCR will utilize various processes, guidelines, and systems to manage customer order activity.  In general, the CCR will prioritize and manage daily responsibilities such that they are completed in an efficient and effective manner. 

Duties and Responsibilities
  1. Respond in a timely and professional manner to any/all customer inquiries, questions, and/or concerns received via phone, e-mail, fax, and company website.
  2. Accurately and timely process and manage all customer orders and requests received via phone, fax, e-mail or electronic data interchange (EDI), including new orders, change orders, and additions/deletions to pending orders.
  3. Effectively communicate to the customer information relative to product applications, schedules, material availability, shipments, etc. Communication may involve the delivery of bad news and/or potentially diffusing a difficult customer situation.
  4. Demonstrate knowledge of products, their use and how they relate to other products in order to provide general product-related technical assistance to distributors, retailers, contractors, architects, and homeowners.
  5. Act as a customer advocate liaison between the customer, field sales, operations, logistics, planning, marketing, and other internal organizations.
  6. Research and coordinate with internal departments to resolve customer claims/disputes.
  7. Initiate customer quotations and provide on-going pricing support, as required, by the business.
  8. Maintain accurate and update records for the established customer base.
  9. Communicate to appropriate internal resources any potential new and/or add-on sales opportunities, at-risk customers, competitive data, and/or other information that might be relevant to the overall health of the business.
  10. Attend Customer Care meetings and assist in identifying improved and innovative ways to better service customer, including improvements to quality control.
  11. Perform any other job-related duties that the Customer Care Supervisor/Manager may assign or deem appropriate.