Customer Care Expert

Enwork Inc.; Lowell, Northern (MI, KY); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Enwork Inc. in Lowell, MI is seeking a Customer Care Expert to respond to questions, resolve issues, and support strong customer relationships.

You will communicate with customers, dealers, and sales reps via phone, video, and email, and you will enter orders using internal systems. A professional, organized approach and a proactive learner are essential for success.

Qualifications

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

Responsibilities

• Partner with internal departments to manage orders within assigned territories.
• Issue resolution including root cause analysis and replacement orders.
• 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 troubleshooting and resolution.
• Maintain organization and communication to meet commitments.
• Demonstrate lifelong learning and take on related tasks to improve the customer experience.

Skills

Detail oriented

Time management

Multi-tasking

Self-starter

Team player

Emotional intelligence

Project management

Active listening

Professional communication

Education

High School Diploma

2-year or 4-year degree preferred

Tools

Microsoft Office Suite

ERP Experience

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