Customer Care Representative

JOB DESCRIPTION

Customer Care Representative

7.3.1.5.001-STD | Approved

1. Document Overview

Document Field	Information
Document Number	7.3.1.5.001-STD
Folder	7.3.1.5 Sales Job Descriptions

2. Position Overview

Field	Detail
Position Title	Customer Care Representative
Department / Function	6.1 Customer Care
Reports To	Inside Sales Manager
Employment Type	Full-time unless otherwise designated by HR
Work Location	Brookaire facility, office, customer route, or assigned work area as applicable

3. Role Purpose

The Customer Care Representative supports Brookaire customers, account managers, and the sales team by answering calls and emails, entering orders and quotes, processing RMAs and related requests, resolving customer issues, and helping ensure timely and accurate customer service.

4. Role Authority and Boundaries

This role may process routine customer requests, orders, quotes, RMAs, filter disposals, email responses, and sales inbox work according to company procedures. The role escalates pricing, account, credit, complaint, operational, or unusual customer matters to sales leadership or the appropriate department.

5. Key Responsibilities

• Answer customer calls promptly and professionally, including early pickup and delivery-related questions.

• Monitor and work from the sales inbox, personal inbox, and customer calls to enter and respond to requests.

• Enter customer orders, quotes, RMAs, filter disposals, and related sales support transactions accurately.

• Coordinate with account managers, sales representatives, dispatch, warehouse, and operations to resolve customer needs and delivery timing questions.

• Provide timely email confirmations and follow-up responses to customers and internal requesters.

• Support customer account relationships through accurate service, strong communication, and problem resolution.

• Participate in daily sales huddles and KPI meetings and help meet response-time, accuracy, and customer-service expectations.

6. Recurring Tasks and Meetings

• Answer phones and respond to email requests.

• Process orders, quotes, RMAs, and customer inquiries.

• Work sales inbox items and manage personal follow-up items.

• Attend daily huddles and recurring KPI meetings.

• Coordinate with dispatch or warehouse for pickup, ETA, and order-status questions.

7. Key Deliverables

• Accurate orders, quotes, RMAs, customer responses, confirmations, and sales inbox completion.

• Resolved customer questions or properly escalated issues.

• Timely internal coordination with sales, account managers, warehouse, dispatch, and operations.

8. Work Inputs and Outputs

Input / Source	Output / Recipient
Customers, sales inbox, personal inbox, phone calls, account managers, sales representatives	Orders, quotes, RMAs, responses, confirmations, and issue updates
Dispatch, warehouse, and operations updates	Customer ETA/order-status responses and internal coordination
Sales leadership KPIs and priorities	Daily work focus, queue management, and service improvement

9. How Success Is Measured

• Response times and email/call follow-up meet KPI expectations.

• Orders, quotes, and RMAs are entered accurately.

• Customers are satisfied with the interaction and receive clear answers.

• Customer issues are resolved or escalated promptly.

• Sales inbox work remains organized and current.

• Points targets are met or exceeded

10. Required Skills and Experience

Customer service, communication by phone and email, attention to detail, organization, multitasking, sales support, account support, customer issue resolution, and proficiency with company systems. Very good understanding of companies' point of difference in the market and well as our delivery promises to the customers. In-depth knowledge of all products.

11. Tools, Software, and Equipment

• NetSuite, Outlook/email, laptop/computer, phone, keyboard, mouse, Microsoft 365, and sales inbox tools.

12. Safety Requirements

• Follow office safety expectations, including slip/trip prevention, ergonomic workstation practices, safe lifting of office items, and PPE requirements if visiting warehouse or production areas.

13. Additional Duties and Business Needs

This Job Description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Brookaire may modify this Job Description based on business needs, technology changes, operational priorities, strategic manufacturing objectives, organizational goals, or changes in company structure. Additional duties may be assigned by management. Employees may also be required to assist in other job positions when business circumstances require or when directed by their manager or authorized supervisor, provided such work is within applicable safety, training, and qualification requirements.

14. Disclaimers

• Brookaire does not accept unsolicited third-party resumes.

• Brookaire is an Equal Opportunity Employer/Disabled/Veterans

• Brookaire is also committed to providing access and reasonable accommodations in its application process for individuals with disabilities and encourages applicants with disabilities to request any needed accommodation(s).

• Brookaire is an E-Verify Employer