Sr. Customer Care Specialist

Customer Care Representative

This is a hybrid role that can be based in either Harrisburg, PA or Clearwater, FL. Please note, candidates must be located within 60 miles of either office location.

D&H is growing! Join 100+ year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailers, and the clients they serve across the SMB and Consumer markets.

We are empowered by our employee Co-Owners who provide the industry's best service, and we promote a collaborative culture.

We offer an Employee Stock Ownership Plan, 401k, Paid Time Off, Medical, Prescription, Dental and Vision benefits as well as Gym Reimbursement, Work from Home Reimbursement, Employee Purchase Program, Tuition Assistance and much more!

As a D&H Co-Owner you receive numerous discounts on services.

We feel strongly about giving back to the community and promoting sustainable, eco-friendly business practices.

Summary

Administrative position requiring interfacing with customers and sales reps via phone and email to successfully process Return Authorization requests. Works along with the sales and support teams to ensure D&H and Vendor policies are followed and exceptions are approved. This position is important for the achievement of customer satisfaction and long-term business goals in line with D&Hs vision and values.

Responsibilities

• Create, review, and activate RA's, including replacement requests received via various communication methods.
• Work with reps and buyers to manage RA exceptions.
• Issue RA's for what we can accept without causing losses for D&H.
• Provide speedy, accurate, responsive, and complete customer service.
• Respond to all RA requests by issuing RA or providing appropriate response to sales rep or dealer.
• Answer phone and respond to all customer requests.
• Provide customers with RA and status information based on customer request.
• Interact with customers, sales reps, and D&H Co-owners in other departments to manage RA requests, provide information, and ensure customer and vendor satisfaction.
• Work with D&H returns warehouse to solve return issues and questions by researching answers and making best efforts to resolve.
• Verify serial numbers are provided where/when required, and that they are correct. Obtain buyer's approval when necessary. Get sales manager approval for return requests exceeding $10K.
• Complete RA-builds when necessary.

• Project a professional company image through phone interaction.
• Adhere to all company policies procedures and ethics including company attendance policy.

Additional Duties

• Interact with vendors as well as co-owners in other departments.
• May be asked to work in other areas, as needed for cross training and/or workload.
• Other related duties as assigned.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, and/or Abilities

Basic knowledge of computer hardware.

Knowledge of the Microsoft Office suite (Word, Excel, Outlook) of programs required.

Professional verbal and written communication skills.

Ability to use PC, phone, calculator, fax, printer, copier.

Education and/or Experience

• 1 to 3 years of sales or phone sales experience.