Customer Care Associate

The ESAB Group Inc.; Denton (TX); On-site; USD 35,000 - 55,000; Full time

Job summary

ESAB Corporation in Denton, TX is seeking a Customer Care Associate to nurture long-term relationships by delivering end-to-end customer support. You will be the single point of contact for key accounts and coordinate with Sales and other internal teams to resolve issues and fulfill orders.

Proactive problem solving, attention to detail, and excellent communication are essential to ensure top-tier customer experience while maintaining ISO 9001 standards.

Qualifications

• High school diploma or equivalent required; bachelor’s degree in business administration or related field preferred.
• 2+ years of customer service experience.
• Ability to manage multiple projects at a time with 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.

Responsibilities

• Maintain strong relationships with existing customers through effective problem resolution and efficient service delivery.
• Serve as 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.
• Focus on delighting the customer through effective customer service by investigating, analyzing, and resolving outstanding issues to achieve customer satisfaction.
• Gather and analyze customer information skillfully
• Receive and maintain high volume of incoming calls and 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.
• Keep 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
• Resolve 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.
• Go the extra mile to engage customers and gather accurate information.
• Analyze 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
• Ensure all processes in the department comply with ISO 9001 standards or policies

Skills

Customer service

Communication skills

Multitasking

Attention to detail

Problem solving

Education

High school diploma or equivalent

Bachelor’s degree in business administration or related field preferred

Tools

MS Dynamics

SAP

Job description

Job Description: Founded in 1904, ESAB Corporation is a premier narrowly diversified global leader in connected fabrication technology and gas control solutions. Our rich history of innovative products, workflow solutions, and business system, ESAB Business Excellence, enables our purpose of Shaping the World We Imagine™. We’re looking to hire a talented Customer Care Associate based in Denton, TX. Reporting to the Customer Supervisor, the Customer Care Associate is responsible for maintain 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.
• Serve 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.
• Focus on delighting the customer through effective customer service by investigating, analyzing, and resolving outstanding issues to achieve customer satisfaction.
• Gather and analyze customer information skillfully
• Receive and maintain high volume of incoming calls and 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.
• Keep 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
• Resolve 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.
• Go the extra mile to engage customers and gather accurate information.
• Analyze 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
• Ensure 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.
• Demonstrate strong problem-solving skills to quickly identify issues and implement solutions.