Customer Care Rep

WillowWood Global LLC; Mount Sterling (OH); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

First shift

Bonus opportunities

Medical benefits

Onsite amenities

Career growth

Paid time off

Job summary

WillowWood Global LLC in Mt. Sterling, Ohio, is seeking a customer care representative to be the positive, professional first contact for customers requesting custom fabrication services.

The role involves supporting and servicing custom fabrication and liner customers, processing orders and returns, providing technical product support, and coordinating with production to start and complete orders. Responsibilities include handling calls, entering orders, issuing RMAs, and delivering level 1

Qualifications

• Experience with software packages used in customer service and sales operations.
• Ability to operate a multi-line phone system and communicate clearly with a diverse customer population.
• High school diploma or higher.

Responsibilities

• Promptly and professionally answer phone calls within the custom fabrication phone queue.
• Receive and enter orders via multiple channels (phone, email, website, OPIE, Omega).
• Enter and issue Return Merchandise Authorizations.
• Provide customers with technical support for custom fabrication products.
• Provide production with necessary documentation and components to start and complete orders.
• Provide level 1 technical support for software and online order systems.
• Assist with shipping items when possible.
• Use CAD/Scanning software to modify shapes for production.
• Provide daily metrics for items shipped and end-of-month totals.

Skills

Microsoft Office

CRM software (Sugar, MAS 500)

Phone system operation

Communication

Education

High school diploma or higher

Tools

CAD software

MAS 500

Sugar CRM

Job description

WillowWood Global LLC, a leading manufacturer of prosthetic medical devices, in Mt. Sterling Ohio, is seeking a customer care rep to join our team! It is the primary responsibility of this position to be the positive, professional first contact for customers calling WillowWood for custom fabrication services. This position is responsible for providing support and service to our custom fabrication customers and other liner customers as needed, including processing orders and returns, technical support and product related questions.

What We Offer:

• Full-time, first-shift schedule (Monday–Friday)
• Clean, safe, and climate-controlled work environment
• Competitive pay with monthly bonus opportunities and annual increases
• Paid time off plus comprehensive medical benefits
• Onsite amenities including a fitness center, walking path, sports courts, disc golf course, and fishing pond
• Training, cross-training, and opportunities for career growth

Essential Responsibilities:

• Promptly and professionally answer phone calls within the custom fabrication phone queue
• Receive and enter orders which are sent via a variety of methods including via phone, email, website, OPIE and/or Omega.
• Enter and issue Return Merchandise Authorizations
• Provide customers with technical support for custom fabrication products
• Provide production with necessary documentation and components to start and complete orders.
• Provide level 1 technical support for software and online order systems
• Help ship items when available
• Use CAD/Scanning software to modify shapes for production
• Provide metrics daily for items shipped and end of month totals

Essential Skills Required:

The position requires experience with a variety of software packages commonly used in the customer service and/or sales & marketing operations of a business. The person must have the ability to operate a multiple line phone system and communicate clearly and professionally with a diverse customer population.

• Proficiency with Microsoft Office, MAS 500, Sugar CRM or similar
• Must be able to professionally and proficiently interact with external and internal customers using a variety of media, including telephone, email, live chat, text, etc.
• Ability to prioritize assigned workload with minimal supervision.
• Level of education should be high school diploma or higher
• Excellent history of job dependability and reliability needed
• Excellent time management skills are necessary
• Prior experience in customer service field, call center environment or phone-centric work strongly preferred
• Familiarity with prosthetic custom fabrication is preferred but not essential.
• Familiarity with CAD software is preferred but not essential

We are an Equal Opportunity Employer