Customer Care Specialist

Position Summary:

The Customer Care Specialist is responsible for being the customer care advocate, assisting the company in delivering a differentiating customer experience by acting as a liaison to external and internal customers. A Customer care Specialist is a key resource for customers to rely on for specific job duties or when their primary contact is unavailable. This position will directly interact with internal and external customers to provide support with optimistic warmth, and empathy.

Essential Job Duties and Responsibilities

• Improve customer experiences and build loyalty through providing exceptional personal support.
• Respond to customer requests for service and information such as: order status, quotation status, proof of delivery, material certifications, product certifications, deviations, customer returns, transit status, etc.
• Primary administrator of customer web portal interactions
• Provide customers with on-going support for project status, certification packages, advanced shipping notices, purchase orders, request for quotes, purchase order delivery status updates, customer specifications, etc. 
• Provide the company with actionable customer feedback to facilitate continuous improvement efforts and/or specific account related changes.
• Develop relationships with Operations and Engineering to enable the escalation of critical customer support issues to the appropriate internal channels.
• Process new and confirming customer purchase orders
  • Responsible for detailed contract review to ensure information is accurate
    • Authorized contract review authority to release auto-booked orders.
  • Ensure all appropriate/requested paperwork from Sales Department associated to a customer order is transferred to the next pertinent department.
  • Facilitate, as required, the customer credit application process between the customer and Scot Forge Accounting department.
• Assign tracking number to request for quotations, review any history for opportunities of previous jobs, or find related supporting documents, and distribute to the correct technical resource.
• In coordination with Account Manager/s, manage customer communication (phone, email) providing service when possible, or forwarding to the appropriate resource to ensure high customer service levels are maintained. This may include following up with the customer to ensure they received the desired information
• Coordinate activities and track time spent out of the office for the entre team (vacations, educational classes, business travel, etc.) to maintain an accurate team calendar.
• Manage multiple general email inboxes for the company either addressing the incoming correspondence or directing it to the correct internal resources to ensure high level of customer service.
• Maintain an accurate customer database (company name changes, contact info, addresses, ship locations and instructions, invoicing instructions, etc.).
• Ability to prioritize and efficiently manage different responsibilities in alignment with departmental goals.
• Support the inside and outside sales teams by providing general administration and service assistance to facilitate long term customer relationships through communicating effectively and supporting all team members that make a customer-centric team successful.

Closing Statement:

• Other duties as assigned
• Support organizational flex assignments as required

Qualifications:

• AS Degree is preferred but not required based on applicable experience
• Preferred [1] year minimum experience in a customer care position
• Energized by interacting with customer and colleagues, helping to streamline processes
• Excellent verbal and written communication skills are required 
• Proficient understanding and experience in web searches, Microsoft – Outlook, Word, Excel, and PowerPoint.
• Must demonstrate ability to perform in a highly collaborative team environment while being self-directed.
• Demonstrate effective time management and organizational skills.
• Ability to solve problems logically and critically, willingness to bring solutions to the table.
• Comfortable with a high pace of work that occasionally requires decisions to be made with certain levels of ambiguity.
• Strong learning agility and desire to grow internally and externally.

Working Conditions/Physical Requirements:

• Office environment with occasional (<10%) exposure to noise and heat in manufacturing facility.