Customer Care Account Representative

POSITION:                Customer Care Account Representative/Senior

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.

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.

Senior Responsibilities

Serve as subject matter expert for more specialized products.

Expert in all CC procedures and applications to achieve daily tasks and goals.

Develop expert understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support CC Team members with product delivery requirements.

Coordination of project delivery requirements utilizing project management and basic expediting skills.

Identify and offer product substitutions to help meet project requirements.

Recommend improvement areas.

Provide subject matter expertise and interpretation of procedures to less experienced team members.

Mentor new hires.

Qualifications: (Education, Experience, Personal Attributes)

B.S. / B.A. degree preferred.

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.