Customer Care Representative

Customer Care Associate

Reporting to the Customer Supervisor, the Customer Care Associate is responsible for maintaining long-term, trusting relationships with our customers by offering end-to-end customer support. The CCA ensures proper follow up and follow through for successful resolution of customer inquiries to deliver excellent customer experience for ESAB's internal and external customers.

Primary Duties

• Maintains strong and positive relationships with existing customers through effective problem resolution and efficient service delivery.
• Serves as a single point of contact for key accounts; update job knowledge by participating in trainings and maintaining professional relationships with the Sales group and other internal departments.
• Acts as liaison between the customer, sales, and ESAB.
• Focuses on delighting the customer through effective customer service by investigating, analyzing, and resolving outstanding issues to achieve customer satisfaction.
• Gathers and analyzes customer information skillfully.
• Receives and maintains high volume of incoming calls while delivering excellent customer care.
• Responds to internal/external inquiries regarding order status, quotes, expedites, deliveries, returns, product and warranties, supports accounts end to end.
• Keeps record of customer interactions, customer issues, expedites, escalations and call logs through the CRM system MS Dynamics and work within SAP to process orders, look up inventory, account information and other account management related tasks.
• Resolves problems by identifying the customer's concerns/request; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Goes the extra mile to engage customers and gather accurate information.
• Analyzes ongoing reports to support the team's KPIs while proactively resolving issues.
• Accepts ownership of individual results and meeting call center call quality metrics.
• Maintains in-depth working knowledge of systems and processes.
• Provides timely feedback to Customer Care Management Team regarding issues being escalated, service failures or customer concerns.
• Ensures all processes in the department comply with ISO 9001 standards or policies.

Qualifications

• High school diploma or equivalent required; bachelor's degree in business administration or a related field preferred.
• 2+ years of Customer Service experience.
• Ability to manage multiple projects at a time while paying strict attention to detail.
• Demonstrates attentiveness, responsiveness and a sense of urgency when dealing with customers.
• Demonstrates strong problem-solving skills to quickly identify issues and implement solutions.
• Ability to handle difficult or unexpected situations.
• Demonstrated phone handling skills to include cold and warm calls.
• Must be able to work assigned shift (M-F between 7:00am to 6:00pm).
• Basic understanding of mathematical concepts related to customer inventory, pricing, and credits.
• Preferred experience using SAP & CRM systems.
• Experience with Cisco phone systems is a plus.

Working Conditions

• Remains in a stationary position 50% of the time and involves additional physical demands such as ascending/descending stairs, walking stooping and standing.
• Must wear Personal Protective Equipment 'PPE' when working/visiting manufacturing and plant locations.
• Constantly operates a computer and other office productivity machinery including but not limited to printer, tablets, cell phones.