Customer Relations Associate

Job Description

SUMMARY

Assists with customer calls and records the information collection into internal systems. In addition the Customer Relations Associate will help lend support to the sales team on various tasks and duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Answers all internal and external communications and speaks with customers by phone, email, or fax. Works to request all pertinent information to resolve customer inquiries. Forwards calls if necessary. Customer focus is indoor sales support and retail but will back up other areas as assigned.

Must be available for incoming indoor customer and retail calls unless assigned special project by Director or Supervisor.

Maintains CS tracking sheet by logging reported lotion/component issues and working with other departments to coordinate testing and follow up for a resolution.

Responsible for meeting team objectives.

Responsible for follow up with customers, both internal and external.

Maintains or corrects customer accounts in computer system. Takes appropriate corrective action to resolve customer issues.

Demonstrates professional interaction with all members of the internal staff and all external customers.

Keeps Supervisor aware of status of assignments.

Directly interacts with various departments throughout the Company to support their function in the Company.

Exercises independent judgment to resolve customer issues.

Adjusts complaints concerning billing claims or service rendered, referring complaints to appropriate department.

Maintains distributor and salon database for marketing programs.

Provides post promotions reports analysis, sales analysis, and regular status updates on all marketing programs, as needed.

Processes claims for marketing programs.

Acts as backup for the Executive Assistant/Sales Support/Sales Rep.

Communicates essential information to the employees within the department and/or within the Company.

This position is responsible for following all documented cGMP (current Good Manufacturing Practices), SOP’s (Standard Operating Procedures), Work Instructions, and Policies designed to support the development, implementation, and control of the ISO 22716:2007 standard.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

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.

EDUCATION and/or EXPERIENCE

Associate's degree (A. A.) from two-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

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

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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 quiet.

Job Type: Full-time

Pay: From $18.25 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• This is a full time, Mon-Friday position. Is 8-5 or 9-6 an ok schedule for you?
• This position fields many customer calls, do you have any hesitation answering phone calls?
• If offered the position, when would you be able to start?

Experience:

• Customer Support & Client Services Occupations: 1 year (Preferred)

Work Location: In person

Salary : $18