Manages client’s customer orders according to established program business rules
Order management includes manual order entry, verification of electronically submitted orders, and execution of special customer order requirements
Answers inbound calls and inquiries from the client’s customers and the client representatives for order placement, order status, returns, and designated client topics
Triages inquiries to client partners per pre-defined processes
Manages customer cases within Sales Force to ensure all open inquiries are completed in a timely manner
Investigates and resolves customer issues, including but not limited to, shipment discrepancies, delivery delays, pricing differences, order blocks
Works collaboratively with internal partners, such as Program Managers, DC Operations, Quality Assurance, Master Data, Credit and Collections, to promote client and customer satisfaction
Performs day end clearance processes to ensure all orders are successfully moving through the system to ship as expected and research/resolves issues to avoid service disruption
Provides reporting as needed to support the client and operation
Attends client meetings as needed to represent the Customer Care function
Processes return orders according to the client return policy
Coordinates the creation of new client customers through the master data process

Typically requires 1+ years related experience (customer service environment preferred)
Strong written communication skills
Basic math skills
Self-motivated on all initiatives
Computer literacy in a Windows environment
Multi-tasking/pivoting from one client to another
Works with sense of urgency
Proficient in Microsoft Excel and Outlook
Preferred: Proficient in Sales Force and SAP

Competitive compensation package as part of Total Rewards
Performance and experience-based pay adjustments
Additional compensation such as annual bonus or long-term incentives may be offered

Customer Care Representative

Key skills