Customer Care Account Representative - East

Customer Care Account Representative/Senior

POSITION: Customer Care Account Representative/Senior

LOCATION: Customer Care, Commerce Park

REPORTS TO: Customer Care Supervisor

Responsibilities:

• Provide professional and proper response to all inquiries received from internal and external customers.
• Perform quote and order processing, handle all telephone, email, and/or chat inquiries ensuring the accurate, timely and effective handling of the customer requirement.
• Responsible to respond, analyze and/or resolve customer requests, inquiries, or problems by utilizing established procedures in a timely manner.
• Builds relationships with customers; understand their product lines and markets to promote the value added products that Victaulic offers.
• Assist customers in selecting product and identifying potential sales leads.
• Identify and report all instances of customer problems or system deficiencies that are not immediately resolved to Supervisor, Sales Representative and/or Management.
• Provide feedback on CC procedures and identify process improvement opportunities.
• Maintain current documentation and files as per established procedures.
• Uphold a positive attitude and enthusiastic demeanor to provide customers with the highest level of service.
• Ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by your team, Customer Care, and the organization.
• Assist all other department disciplines in various areas as required to maintain your team, Customer Care and Victaulic's Global mission.
• Work closely with all facets of the organization to provide superior customer service.
• Assist in various tasks, projects and responsibilities as assigned by CC Management team.

Senior Responsibilities:

• Serve as subject matter expert for more specialized products.
• Expert in all CC procedures and applications to achieve daily tasks and goals.
• Develop expert understanding of the Victaulic Kanban System (VKS), Supply Chain, and Manufacturing to support CC Team members with product delivery requirements.
• Coordination of project delivery requirements utilizing project management and basic expediting skills.
• Identify and offer product substitutions to help meet project requirements.
• Recommend improvement areas.
• Provide subject matter expertise and interpretation of procedures to less experienced team members.
• Mentor new hires.

Qualifications: (Education, Experience, Personal Attributes):

• B.S. / B.A. degree preferred.
• Proficient in MS Office applications including Outlook, Word, Excel, and Power Point.
• Minimum three years of customer service and/or Victaulic product knowledge.
• Proficient in Qlik View/Sense Applications.
• Extraordinary attention to detail with strong organizational skills.
• Excellent communication skills, patient, professional and courteous when faced with an adverse situation.
• Project management and analytical skills a plus.
• Goal oriented, reliable, self-motivated, and able to problem solve and multi-task effectively in a fast-paced environment.
• Willing to be flexible in schedule and work occasional overtime.
• Willing to make infrequent overnight travel.