Customer Care Associate

Customer Care Associate

Omron Automation Americas is seeking an energetic and focused Customer Care Associate in our Hoffman Estates location to join our best-in-class Customer Care team. Under the general supervision of a Customer Care Supervisor, the Customer Care Associate assists Direct Customer and Channel Partners and records necessary information by performing the following duties listed below. The is expected to work with minimal supervision within the procedures and limits of the position. Unusual circumstances or situations requiring approvals above the level of granted are referred to management.

Responsibilities:

• Effectively resolve Customer Care inquiries from beginning to closure in a considerate, accurate, and timely manner according to documented processes and procedures.
• Comfortably communicate with customers (internal and external) using the assigned communication channels.
• Answer customers' questions on price and availability (standard price or previously approved special pricing).
• Receive customer orders and order changes via e-mail, Electronic Data Interchange (EDI), and enter these into JD Edwards (JDE) database.
• Provide stock availability, factory lead-times, and tracking information.
• Direct customers' questions regarding product applications and specifications to Inside Sales, Product Support, or the Product Marketing Manager as required.
• Communicate frequently with our 3PL warehouses & Operations Team.
• Interact with outside Sales Territory Managers, Area Sales Managers, Inside Sales Reps, Supply Chain and other Omron personnel as required to manage customer orders.
• Identify trends related to internal and external inquiries and recommend policy or process improvements that support excellent customer service and impact quality and performance standards.
• Data entry in various platforms.
• Maintain performance and quality standards based on established department metrics, including turn-around times.
• Work on special projects as assigned.

Requirements:

• Education: Associate's Degree or equivalent work experience required.
• Experience: Minimum of 1 year of experience in Customer Service or similar field with direct customer interaction (B2B preferred). Background in related industry, manufacturing or distribution preferred.
• Technical Abilities: Basic proficiency in MS Outlook, Teams, Word, and Excel skills. Knowledge of JDE is preferred. Working knowledge of CRM or case management platforms preferred (i.e. Salesforce, Oracle Cloud).
• Skills and Abilities: Excellent verbal and written English communication skills required (Spanish or French is an asset). Strong interpersonal and customer service skills with the ability to build positive relationships with customers and internal stakeholders. Ability to accurately process orders, maintain data integrity, and manage multiple tasks. Strong attention to detail, organization, and problem-solving skills. Ability to prioritize workload, meet Service Level Agreements, and provide timely order status updates and responses to customer inquiries. Demonstrates self-discipline, time management, adaptability, and the ability to collaborate effectively in both virtual and team-based environments.
• Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment (i.e. people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
• Decision Making: Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.
• Managing Work: Effectively managing one's time and resources to ensure that work is completed efficiently.

The annual salary range for this role is $43,000 - $48,000 a year, however, base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. This position is also eligible for an annual performance-based bonus program. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

Don't meet every single requirement? Studies have shown people are less likely to apply to jobs unless they meet every single qualification. At Omron, we are dedicated to building an inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Omron is an Equal Opportunity Employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.