Customer Care Representative

About the Company :

ICON Protection manufactures and distributes surface protection products and related product categories for the construction industry.

General Summary Of Position The Customer Care Representative is responsible for delivering exceptional service to all Icon Protection customers, both internal and external. This is achieved through excellent, clear communication and a comprehensive understanding of the company's products, services, policies, and procedures. This role serves as a crucial connection between customers and the onsite manufacturing/shipping departments. The Customer Care Representative primarily focuses on managing the entire order fulfillment process, from initial placement through final delivery.

Responsibilities :

• Provide customers with accurate, clear, and concise information regarding products, services, pricing, order status, shipping, and company policies
• Collaborate with sales, marketing, purchasing, production, and shipping/receiving teams regarding customer orders, forecasts, and inventory accuracy
• Process and manage customer orders from initial entry to final delivery
• Suggest recommendations to customers to optimize product mix and increase sales in orders, including suggestive selling and upselling of add-on items
• Ensure the shipping team is fully informed of all freight details on all orders
• Determine the best-fit warehouse for order fulfillment operations based on customer location
• Serve as the primary point of contact for customers regarding order status, shipping inquiries, and delivery expectations
• Collaborate daily with the onsite shipping department and management to track order progress, confirm shipment readiness, and resolve any discrepancies to provide real-time updates and responses to customers
• Communicate proactively with customers regarding any changes to their order status, shipping delays, or potential issues
• Coordinate with management on manufacturing schedules and product availability to meet customer delivery timelines
• Investigate and resolve customer complaints or issues related to shipping, product damage, or incorrect orders in a timely and professional manner
• Work directly with the shipping department to arrange returns, exchanges, or re-shipments as needed
• Process customer returns following established departmental policies and procedures
• Document all customer interactions and resolutions accurately in our system
• Provide clear and concise communication to customers, ensuring they are informed throughout the resolution process
• Act as a liaison between customer care and the manufacturing/shipping teams, providing essential customer feedback and requirements
• Participate in regular meetings with the shipping department to discuss upcoming shipments, potential bottlenecks, and process improvements
• Gather feedback from both customers and internal sources regarding order fulfillment and customer service processes. Provide this valuable input directly to your manager to support ongoing process improvement initiatives
• Work closely with the credit department and shipping warehouse to resolve disputed credit items
• Address customer issues and ensure effective and long-term problem resolution
• Follow up to ensure that all requests and/or problems are resolved satisfactorily
• Maintain accurate customer records and order details
• Assist with other customer service duties as required, including answering general inquiries and providing product information
• Maintain customer account information and communicate with other departments, as needed
• All other duties as assigned

Qualifications :

• Proven customer service experience in a manufacturing environment, as well as experience working with an independent sales team, is preferred.
• Inside sales experience is valued.
• Familiarity with shipping processes, logistics, and supply chain operations is highly preferred.
• SAP, Great Plains, Infor, Salesforce, or other CRM system experience preferred.
• Proficiency in using Microsoft Office Suite applications is required.
• High school diploma or equivalent preferred.
• In lieu of a degree, a comparable combination of education, job-specific certification(s), and experience (including military service) may be considered.
• Must have a strong attention to detail and accuracy.
• Must be highly organized and able to manage a high volume, fast-paced environment.
• Demonstrated ability to effectively manage and prioritize a wide range of tasks in a dynamic, highly collaborative, and people-focused atmosphere.
• Ability to remain calm and professional under pressure.
• Demonstrated aptitude for problem-solving; ability to determine solutions for customers.
• Must be results-oriented and able to work both independently and within a team environment.
• Must possess excellent verbal and written communication skills.

Physical Requirements

Ability to communicate orally in a clear, concise, and effective manner with the customers, account representatives, company representatives, management, staff, and the public in face-to-face, one-on- one and group settings. Ability to use a telephone for communication. Ability to maintain regular, predictable, and punctual attendance at the facility- the ability to work within the manufacturing area is required and essential for this position. Ability to communicate in writing in a clear, concise, and effective manner. Ability to establish and maintain effective working relationships with others. Use office equipment such as a personal computer and copiers. Ability to communicate in writing in a clear, concise, and effective manner. Sit, walk and/or stand for extended time periods. Hearing and vision required to be within normal ranges. Read at, above, and below shoulder height. Occasionally stoop, kneel, or crouch. Sufficient manual dexterity required to operate office equipment. Tolerate inclement weather, including heat and cold. Normal range of tolerance to household and other types of typical industrial/construction chemicals and solvents. Ability to work evenings and weekends when warranted. Travel for department summits, when necessary.

Equal Opportunity Employer

Icon Protection, Inc. is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, military status, protected veteran status, marital status, gender identity or expression, transgender status, citizenship, sexual orientation, age, disability, or any other legally protected characteristic under applicable law. Icon Protection, Inc. is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with Icon Protection, Inc., please send an e-mail to View email address on click.appcast.io to let us know the nature of your accommodation request and your contact information.