Customer Care Specialist

Norix designs, manufactures and delivers innovative, robust furniture that meets the real-world needs for humanizing challenging environments. We have been a certified Great Place to Work for the last four years and currently have an opening in our beautiful LEED Gold location in West Chicago. Summary The Customer Care Specialist cultivates strong relationships with customers, sales reps and sales managers. This is not your traditional customer service role - this is account OWNERSHIP and solving problems! Schedule Monday - Friday 8am - 4:30pm with a 30 minute lunch break. Duties/Responsibilities Responsible for customer account management, maintenance, and record keeping in the ERP. Manage tax exemption status, file tax certificates, and delivery information forms. Enter orders, manage or elevate any concerns and ensure that appropriate changes were made to resolve customers’ concerns. Interact directly with customers and sales team via email and phone. Support sales and business development initiatives when new options are available or where it would appropriately support the customer’s needs. Confirm the lead time with purchasing and production for any orders over capacity. Communicate and collect payment for pre-pay orders. Provide order status, tracking, and help expedite deliveries. Follow-up with purchasing and production departments to research and document any delays and issues with orders. Proactively communicate delays to the customer before the estimated ship date. Check daily if orders are complete, confirm if the customer is ready to accept delivery, collect payment if needed, & initiate the shipment with distribution dept. Resolve any delivery issues with the customer, distribution, and the carrier. Manage customer complaints, replacements, warranties, and returns. Issue credits, send order acknowledgements and compose letters to customers and potential customers. Coordinate product installation with the installation coordinator. Calculate and assess storage fees if the customer is not ready for their order. Assist sales with getting pricing and information for custom product requests. Work with price lists and/or other department heads to determine charges for services requested; collect deposits or payments or arrange for billing. Route qualified opportunities to the appropriate sales reps for further development. Help answer any phone calls not answered by the receptionist. Follow up post-sale with customers to ensure / enhance customer experience & create brand / company loyalty. Document opportunities for improvement. Other related duties as needed or assigned. Requirements Required Skills/Abilities Basic understanding of company products and services Honest, understanding and empathetic demeanor Ability to remain calm under pressure Strong problem solving skills, driven to succeed and capable of handling a variety of details throughout the entire sales process Ability to work independently as well as within a team Demonstrated passion for providing great customer service Excellent verbal, written communication, interpersonal and organization skills Ability to effectively interact with all levels of personnel in a fast-paced environment, handling multiple priorities at once with a positive attitude Proficient with Enterprise Resource Planning systems (NetSuite a plus), Customer Relationship Management tools, and MS applications (Outlook, Excel, Word) Willing to learn/adapt in a fast-paced environment. Education/Experience High school diploma or equivalent combination of education & experience 1 year experience in a relevant customer-oriented role Inside sales experience a plus Experience working at a manufacturer a plus Physical Requirements General office environment - must be able to sit, walk, stand; use hands to handle or feel; reach with hands and arms; climb or balance; stoop, kneel; talk and hear. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Benefits Base plus annual bonus opportunity based on achievement of company goals. Paid Time Off Paid Holidays BCBS medical Company-paid dental insurance (for employees) Company-paid disability & life insurance FSA, vision, accident & ID theft insurance 401(k) with competitive company match Tuition reimbursement Employee Assistance Plan Social events & casual dress code Beautiful campus with electric car charging stations, walking trails, pickleball court, soccer field & fitness center. Equal Opportunity Employer Norix is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law. Drug Free Workplace Norix is a Drug Free Workplace where post-offer applicants are subject to testing. Employment is contingent upon successful completion of a drug test. E-Verify Norix participates in the E-Verify system to confirm the employment eligibility of all new hires. #J-18808-Ljbffr