Customer Care Associate

Customer Care Associate

The Customer Care Associate is responsible for providing exceptional customer service and support to customers throughout the order management process. This role serves as the primary point of contact for customer inquiries, order processing, delivery coordination, and issue resolution. The Customer Care Associate works closely with Sales, Production, Shipping, and Purchasing to ensure customers receive accurate information and timely service.

Key Responsibilities

Customer Service & Support

• Serve as the primary contact for customer inquiries via phone, email, and other communication channels.
• Develop and maintain positive customer relationships through professional and responsive service.
• Provide product information, pricing, availability, and lead times.
• Respond to customer concerns and complaints in a timely and professional manner.
• Escalate complex issues as required and ensure appropriate follow-up.

Order Management

• Process customer orders accurately and efficiently within ERP systems.
• Verify order details, product specifications, pricing, and delivery requirements.
• Monitor order status and communicate updates to customers.
• Coordinate order changes, returns, credits, and cancellations as required.
• Investigate and resolve missing, incomplete, or incorrect orders.

Coordination & Communication

• Liaise with Production, Shipping, Purchasing, and Sales teams to ensure timely fulfillment of customer orders.
• Coordinate delivery schedules and communicate potential delays.
• Support customers with shipping documentation and order tracking information.
• Assist in maintaining smooth communication between departments to meet customer expectations.

Customer Records & Administration

• Maintain accurate customer files, records, and account information.
• Update customer information in ERP/CRM systems.
• Prepare customer reports, order summaries, and service documentation as required.
• Monitor and maintain customer portals and electronic communication systems.

Continuous Improvement

• Identify opportunities to improve customer service processes and efficiencies.
• Participate in departmental meetings, training, and continuous improvement initiatives.
• Maintain knowledge of company products, capabilities, and manufacturing processes.

Qualifications

Education

• Postsecondary diploma or degree in Business Administration, Customer Service, Supply Chain, or related field preferred.

Experience

• Minimum 2 years of customer service or customer care experience.
• Manufacturing, distribution, or B2B environment experience preferred.
• Experience with ERP systems and order entry processes considered an asset.

Skills & Competencies

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• High attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Problem-solving and conflict-resolution skills.
• Proficiency in Microsoft Office, particularly Outlook, Excel, and Word.
• Experience with Dynamics 365 or ERP systems is an asset.