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Customer Care Associate (Technical Support) -165540

Minneapolis, Minnesota, 55422, United States
September 16, 2017

POSITION SUMMARY: The Customer Care Associate is responsible for ensuring all customer needs and expectations are met.


• Respond to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs and RMA's. Communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues

• Web Ordering: Respond to customer questions; and identify opportunities for system / process enhancements

• Understand SAP’s functionality and be able to maneuver through the system efficiently

• Champion’s process improvements: looks for ways to improve CC processes and functionality, ensuring they are in line to fulfill customer expectations

• Order Management expectations: manage orders throughout each day by working with Planners, Demand Management, and the Distribution Centers to make sure orders ship per customer requirements. Some of these tasks include:

(a) Planning/managing orders required for production lines

(b) Placing purchase orders with suppliers

(c) Perform manual shipping/invoicing transactions within SAP

(d) Understanding and enforcing software license agreements as well as enforcing legal restrictions.

(e) Access & maintain Customer Portals for demand, forecast, order fulfillment and status for many of our Strategic OEM customers

• Relationship Management: to build and maintain strong business relationship with all customers


• High school diploma or GED

• Minimum of 1-2 years of customer service experience in an inbound call center

• 6 months of SAP experience within the past 5 years

• Proficient skills in Microsoft Word, Excel and Outlook

ADDITIONAL QUALIFICATIONS: BS in Business, or related degree preferred

GDKN is a free agency.

Candidate must be a US Citizen/Green Card Holder/Permanent Resident.