Customer Care Expert

Enwork; Lowell (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

Enwork is seeking a Customer Care Expert in Lowell, MA to support and grow customer relationships.

You will respond to questions via phone, video, and email, manage orders, and partner with internal teams to ensure timely delivery and issue resolution. A strong eye for detail and excellent communication are essential for success in this fast-paced environment.

Qualifications

• High School Diploma required; a 2- or 4-year degree preferred.
• Office furniture knowledge is a plus.
• Typing threshold of 60 WPM.
• ERP experience and Microsoft Office proficiency expected.

Responsibilities

• Partner with internal departments to manage orders within assigned territories.
• Resolve issues with root cause analysis and create replacement orders as needed.
• Communicate daily with customers, dealers and sales reps via email, phone, and video.
• Enter orders and work with internal systems.
• Apply product knowledge for troubleshooting and issue resolution.
• Maintain organization to meet commitments and resolve issues.
• Engage in continuous learning to improve the customer experience.

Skills

Attention to detail

Time management

Multitasking

Self-starter

Team player

Positive attitude

Project management

Active listening

Professional communication

Education

High School Diploma

Bachelors preferred

Tools

ERP experience

Microsoft Office Suite

Job description

Description

GENERAL JOB DESCRIPTION:

A key part of Enwork’s secret sauce is the relationships and connections we have developed with our sales reps, dealers, installers, and other decision makers. The contract furniture industry is fast paced, complex, and built on relationships that last for decades. As a Customer Care Expert, you’ll respond to questions and concerns, solve a variety of issues, and support customer relationships. Standout Customer Care Experts communicate quickly and professionally to obtain and share information via phone and video calls, as well as via email and other means.

MAJOR DUTIES AND RESPONSIBILITIES:

• Partner with internal departments to manage orders within assigned territories.
• Issue resolution which includes root cause analysis, documentation, and creating replacement orders as needed.
• Daily communication with customers, dealers and sales reps via email, phone, and video.
• Enter orders and work with internal systems.
• Knowledge of manufacturing processes, including supply chain and scheduling.
• Apply product knowledge for efficient troubleshooting, issue resolution and other processes.
• Apply excellent organization and communication skills to ensure commitments are met and issues are resolved.
• Naturally curious life long learner.
• Other related tasks which benefit the customer experience and/or order throughput.

Requirements

SKILLS REQUIRED FOR THE JOB:

• Strong attention to detail
• Ability to manage time and prioritize tasks.
• Excellent multi-tasking ability.
• Motivated Self-Starter
• Team Player and Collaborator
• Positive Attitude/Demeanor/High Emotional Intelligence
• Strong Project Management skills. Able to stay organized.
• Active Listening/Patience/Empathy
• Professional Communication, verbal and written.

QUALIFICATIONS FOR THE JOB:

• High School Diploma
• 2 year or 4 year Degree Preferred.
• Office furniture knowledge a plus.
• Typing Threshold of 60 WPM.
• Microsoft Office Suite
• ERP Experience