Customer Care Representative

We are seeking a highly organized, detail-oriented, and customer-focused Customer Care Representative to join our team. This position is much more than a traditional order entry role. While order processing is a significant component of the position, the successful candidate will serve as a key point of contact for customers, coordinating information across multiple departments and ensuring orders progress smoothly from entry through fulfillment.

The Customer Care Representative provides high-quality customer service while managing complex orders in a custom-manufacturing environment. This role requires strong attention to detail, accuracy, and proactive communication, and a high level of accountability.

Although based in Maryland, this position reports directly to the Customer Care Supervisor in New Jersey and requires close collaboration with team members across multiple locations. The ideal candidate is a self-starter who can work independently, prioritize responsibilities effectively, and without the need for close supervision or micromanagement.

This individual will also act as a liaison between the New Jersey Customer Care team and Maryland-based departments, helping to obtain timely updates, resolve urgent issues, and ensure customers receive accurate information and support.

ESSENTIAL JOB FUNCTIONS:

The following essential functions provide a comprehensive overview of the responsibilities and expectations for the Customer Care Representative role. Overall, these functions support operational excellence, customer satisfaction, and effective communication between customers and internal teams.

• Work independently while effectively managing workload, priorities, and deadlines with minimal supervision
• Process and confirm orders with all pertinent information in a timely manner
• Provide customers with accurate updates on order status, ensuring expectations are clearly set
• Address customer concerns, complaints professionally and efficiently. Initiate internal cases when necessary to document concerns, coordinate investigations, and drive issues through to successful resolution.
• Process customer returns, replacement orders, and credit requests accurately and in accordance with company procedures
• Work closely with Operations and other internal departments to obtain order updates, resolve issues, and ensure customer requirements are met
• Collaborate with Account Managers to support customer accounts, address inquiries, provide order updates
• Review requests and distribute them to the appropriate internal departments for action and resolution
• Maintain effective communication with off-site production facilities and Operations team to support order management activities, obtain status updates, and facilitate issue resolution
• Manage multiple priorities, customer requests, orders, and communications simultaneously while prioritizing workload to meet deadlines and customer expectations.
• Perform additional duties and responsibilities as assigned by management

REQUIREMENTS, REASONING ABILITIES AND PHYSICAL DEMANDS:

• Proficiency in Microsoft Office Suite: Demonstrates competency in essential software for data management and communication.
• Organizational, Analytical, and Problem-Solving Skills: Essential for managing client inquiries, resolving issues, and optimizing the client experience.
• Effective Communication and Interpersonal Skills: Crucial for collaborating with internal teams and interacting with clients professionally and empathetically.
• Proficiency in Maintaining Confidential Records: Ensures compliance with data privacy regulations and maintains trust with clients.
• Ability to Learn New Software: Competency in specific software platforms and adaptability to learn and use new tools as needed.
• Ability to Sit Throughout Shift: Physical requirement for prolonged periods of desk work.

EDUCATION AND WORK EXPERIENCE :

• High School Diploma or Equivalent: Minimum educational requirement for the position.
• 2 Years of Experience in Call Center or Related Role: Previous experience in a similar environment demonstrates familiarity with client service protocols and workflows.
• Strong Communication Skills: Essential for effectively managing client interactions.
• Proficiency in CRM/Inform/BatchMetrics Systems: Familiarity with relevant tools for managing client interactions and data.
• Problem-Solving and Analytical Abilities: Skills that contribute to effective issue resolution and process improvement.
• Commitment to Exceptional Customer Service: Central to the role's focus on delivering a positive client experience.
• Ability to work effectively with cross-functional teams and remote partners.
• Self-motivated, driven, and comfortable working in a fast-paced environment.
• Flexibility in Working Hours: Willingness to adjust schedules as needed to accommodate call center demands.

Essential functions listed in this job description are not all inclusive. Additional duties and responsibilities may be assigned as needed. Overall, these requirements and qualifications emphasize the importance of technical proficiency, interpersonal skills, problem-solving abilities, and adaptability for success in the Customer Care Representative role at Lucta.