Customer Care Representative

Looking to make an impact?

So are we.let's talk.

We challenge ourselves every day, with a passion for purposeful innovation, to things better in a globally sustainable way. Do you thrive on collaboration? So do welet's talk. Our team consists of amazing people with impressive expertise to contribute and share. Do you like being treated like 'family'? Well, that's our cultureso let's talk. Do you have sleeves that can be rolled up? Well, start rolling andlet's talk. We are a team of 'doers'we like to get the job done and we do it better than anyone else in our industry. Do you like winning? So do welet's talk. Our winning team has experienced double-digit growth over 5 years running. We are looking for passionate people, who love what they do and are looking for place to flourish and shine. We are
BARCOlet's talk.

Doing What Matters:
We believe in a uniform's power to inspire and elevate. Not just appearance, but also the person, the place and the sense of purpose that happens when the two come together.
For us, it's about showing respect for the people who wear our apparel, and respect for the work they do and the organizations they represent. At Barco, we've been doing just that for more than 85 years by living, breathing and designing uniforms that always look professional, feel amazing and can be counted on to perform as impeccably as the people wearing them. Why? Because our mission - our reason for being - is making uniforms that people not only love to wear, they're proud to wear them.

The Customer Care Representative will be responsible for managing a portfolio of customers within a given territory. This individual will also support the assigned sales reps for their given territories through multiple initiatives and internal processes and deliver an exceptional customer experience by exceeding the expectations of the retailer, sales rep and or consumer while also meeting business objectives.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Manage customer accounts and provide ongoing support throughout the customer lifecycle, including new account onboarding, account maintenance, and customer user training.
• Proactively process and manage orders across all applicable channels, including manual and web orders, from entry through fulfillment by monitoring inventory, allocations, back orders, shipping, and exceptions to ensure accuracy, timely follow-up, and a positive customer experience.
• Provide B2B support, including account access, credential and password resets, account verification, navigation assistance, and overall user experience support.
• Troubleshoot customer concerns and system-related issues, identify appropriate solutions, and escalate technical issues to IT when necessary.
• Manage product-related customer needs, including discontinued styles, product substitutions, availability concerns, and appropriate alternative recommendations.
• Process and coordinate customer service adjustments, including credit requests, invoice-related concerns, freight claims, RMA approval, and other account corrections in collaboration with appropriate departments.
• Understand and follow established shipping procedures, freight processes, and required actions for shipping-related exceptions including LTL requirements.
• Coordinate embroidery and digitizing requests, ensuring customer requirements and order information are accurately set up in Full Circle and B2B.
• Partner with the territory Credit Collector to proactively resolve credit holds and past-due balances, with a focus on restoring account activity and converting held or pending orders into sales.
• Train and guide customers on accessing and utilizing available Marketing resources through the B2B portal to support sales initiatives, promotions, and communications.
• Support customer account setup and ongoing maintenance across EDI, Uniform Solutions, B2B, and other approved customer platforms.
• Maintain accurate account information and follow established procedures for documentation, communication, and account maintenance.
• Demonstrate ownership of customer needs by proactively following up on open issues and coordinating with internal teams through resolution.
• Build strong working relationships with customers, internal departments, and sales team to ensure inquiries, concerns, and service needs are handled accurately and efficiently.
• Cross-train across assigned territories, customer accounts, systems, and processes to provide seamless coverage and maintain continuity of service.

Competency:
To perform the job successfully, an individual should demonstrate the ability to work with diverse cultural backgrounds, teams and contribute to building a positive team spirit. Works with integrity and promotes a harassment-free environment. Understands and represents our Barco Values.

Individual should possess strong organizational and communication. Ability to communicate clearly and build positive relationships with internal and external stakeholders is a must. Ability to work under pressure, meet strict timelines and manage multiple tasks simultaneously. Ability to meet deadlines with individuals/departments involved. Individual must be highly self-motivated and self-disciplined with ability to work effectively with little or no supervision.

Qualifications:
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

General Requirements:

• Product Knowledge,
• Quality Focus,
• Problem Solving,
• Market Knowledge,
• Documentation Skills,
• Effective Listening,
• Phone Skills,
• Conflict resolution
• Information analysis
• Multi-tasking

Education/Experience:
Three to five years of Customer Service or Account Executive experience is required. Individual will be required to complete assigned Customer Care related courses paid by Barco Uniforms for continues service improvements (Lynda.com).

Linguistic Ability:
To perform this job successfully, an individual must have a business level mastery of English and the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. You must have the ability to speak efficiently, write routine reports and correspondence.

• Proficient in the use of MS Office, Word, Excel and Outlook experience.

Supervisory Responsibilities:
This job has no supervisory responsibilities.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Ability to work hours that exceed 8 hours per day and/or 40 hours per week, especially during peak activity periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus, visual acuity for analyzing samples and color. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms.