Customer Care Represenative

This position collaborates closely with our customers and sales representatives to provide exceptional customer service, order entry and delivery scheduling. Maintains and manages White Glove deliveries and warranty claims.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• This position will be responsible for providing and managing communications with customers and sales representatives, involving products, pricing, order status, and delivery scheduling in a timely and accurate manner.
• Accurately enters customer orders and schedules products for production in companies ERP system, while continuously analyzing transactions and adjusting as needed. Follows up with customers on data omitted on orders and any outstanding inquiries.
• Responsible for White Glove deliveries, including obtaining freight quotes for the WG delivery service level that the customer has requested. Schedule pieces for pickup or delivery with carrier. Tracking orders when customer has requested location of order.
• Reviews and analyzes customer requests, updates planning files for customer routing, changes to transportation and request freight quotes.
• Filing damage claims when needed. Tracking those damage claims and obtaining a claim resolution.
• Develops and maintains a good understanding of product knowledge. This information constantly evolves requiring continuous learning to be able to provide accurate information to our customers.
• Coordinates and documents customer warranty requests and returns. Provides documentation to customers outlining Paramount’s warranty guidelines. Research’s product claims and provide replacement as needed.
• Work collaboratively with other departments for order completion.
• Accurately enter database changes from the approved customer price list.
• Provide switchboard relief as needed.
• Enters and maintains purchase orders for third party factories, vendors, and freight carriers.
• Electronic Advance Ship Notices to Customers
• Maintain electronic customer file/account management.

SKILLS

• Ability to multitask and work well in a fast-paced environment.
• Exhibits awareness of best customer service practices and methods.
• Excellent Excel and data entry skills
• Collaborates well in a team-based environment.
• Communicates clearly, effectively, and accurately.

EDUCATION and EXPERIENCE:

• Previous customer service experience preferred.
• Experience in coordinating deliveries preferred.
• Proficient in Microsoft Office, including Outlook, Excel, and Word.
• High school graduate or GED equivalent with an associate or bachelor’s degree is preferred.
• Computer knowledge is essential.