Customer Care Representative

Summary/Objective

The customer care order entry specialist is an active, integral member of the Sales Operation team. The successful candidate will interface with customers and cross-functional teams within Cubbison to process and validate incoming orders received via email or phone. Duties include frequent customer interaction by phone and email to inform customers of pricing, lead times and status of orders, confirm ship dates and notify of delays, resolve customer complaints, and process return material authorizations (RMA’s) as needed.

Essential Functions

1. Responsible for timely customer service ensuring customer expectations of timeliness, accuracy of information and product delivery are exceeded.

2. Review purchase orders, terms and conditions, and other customer documentation to ensure customer orders and work orders are entered accurately to meet defined specifications and requirements.

3. Work closely with other departments to understand customer needs, order history, order progress, complaints, pricing, and account status.

4. Maintain and update files, databases, records, reports and/or other documents for customer accounts as needed.

5. Keep records of customer interactions and transactions, recording details of the inquiry and any action taken.

6. Other duties and responsibilities as required, related to customer and sales support.

Competencies

· Excellent oral and written communication skills

· Excellent attention to detail, problem solving and follow-up

· Strong sense of urgency and time management skills

· Ability to multi-task and maintain organization

· Basic computer skills required; proficient knowledge of Microsoft Office (Outlook, Excel, Word); knowledge of Infor Visual ERP not required but a plus

· Ability to collaborate and diplomatically communicate with team members throughout the organization

· Must be self-motivated and able to positively interact with internal and external customers by demonstrating strong interpersonal skills to establish rapport and deliver solutions