Order Management / Customer Care Specialist

Job Description

Job Description

Order Management SpecialistExpert Technical Solutions is seeking a highly qualified Order Management / Customer Care Specialist for one of our premier, industry leading clients in Phoenix, Arizona (85009). This person will provide customers with an exceptional experience by efficiently and effectively performing all internal customer service activities, while continually strengthening relationships between Customer Care, internal stakeholders (Operations, Logistics, Credit & Collections, etc.), and ultimately the end customer.

This is an Onsite (5 days a week in Ph oenix, AZ) , Permanent opportunity that offers competitive pay, strong benefits, and extensive growth potential.

Duties and Responsibilities

• Respond in a timely and professional manner to any/all customer inquiries, questions, and/or concerns received via phone, e-mail, fax, and company website.
• Accurately and timely process and manage all customer orders and requests received via phone, fax, e-mail or electronic data interchange (EDI), including new orders, change orders, and additions/deletions to pending orders.
• Effectively communicate to the customer information relative to product applications, schedules, material availability, shipments, etc. Communication may involve the delivery of bad news and/or potentially diffusing a difficult customer situation.
• Demonstrate knowledge of products, their use and how they relate to other products in order to provide general product-related technical assistance to distributors, retailers, contractors, architects, and homeowners.
• Act as a customer advocate liaison between the customer, field sales, operations, logistics, planning, marketing, and other internal organizations.
• Research and coordinate with internal departments to resolve customer claims/disputes.
• Initiate customer quotations and provide on-going pricing support, as required, by the business.
• Maintain accurate and update records for the established customer base.
• Communicate to appropriate internal resources any potential new and/or add-on sales opportunities, at-risk customers, competitive data, and/or other information that might be relevant to the overall health of the business.
• Attend Customer Care meetings and assist in identifying improved and innovative ways to better service the customer, including improvements to quality control.

Required Experience

• Associates degree (or equivalent) from a two-year college or technical support OR a high school equivalency with minimum two years industry-related work experience.
• 2+ years’ experience in a customer care / customer service role; preferably in a manufacturing environment
• Ability to own an account from start to finish including the ability to customer face as well as work with vendors and carriers
• Demonstrated O365 support experience
• Experience with Oracle ERP software highly preferred
• Experience with Salesforce CRM a huge plus
• Advanced user of Microsoft Office applications (Word, Excel, Visio, Project, PowerPoint)
• Knowledge of shipping/receiving processes and procedures desired
• Ability to direct and contribute to initiatives and processes within the organization
• Ability to manage interactions to provide service and to support the organization
• Ability to interpret information with which to make business decisions and recommendations