Customer Care Representative

Customer Care Representative

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

Customer service, Call center, Inbound call, Data entry, Customer care, Customer support, Customer service oriented, CRM, MS Suite

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 manufacturing industry

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.

Intermediate Level

This is a Contract to Hire position based out of Essex, MD.

The pay range for this position is $24.04 - $26.44/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Essex,MD.

This position is anticipated to close on Aug 3, 2026.