Customer Care Representative

BROOKAIRE CORPORATION; Fair Lawn (NJ); On-site; USD 38,000 - 52,000; Full time

Job summary

Brookaire Corporation seeks a Customer Care Representative to support customers, account managers, and the sales team by answering calls and emails, entering orders and quotes, processing RMAs, and resolving issues to ensure timely, accurate service.

The role requires collaboration with dispatch, warehouse, and operations, plus participation in daily sales huddles to meet KPIs and provide excellent customer experiences.

Qualifications

• Excellent customer service and communication skills for phone and email interactions.
• Strong attention to detail and organizational abilities in a fast-paced environment.
• Ability to multitask and manage multiple sales support requests concurrently.
• Experience with order entry, quotes, RMAs, and sales inbox coordination.

Responsibilities

• Answer customer calls and emails promptly and professionally.
• Enter customer orders, quotes, RMAs, and related sales transactions accurately.
• Coordinate with dispatch, warehouse, and operations to resolve delivery timing questions.
• Provide timely confirmations and follow-up communications to customers and internal staff.
• Support account relationships through clear communication and problem resolution.
• Participate in daily huddles and KPI discussions to meet performance goals.

Skills

Customer service

Phone & email communication

Attention to detail

Organization

Multitasking

Sales support

Account support

Tools

NetSuite

Outlook

Microsoft 365

Job description

JOB DESCRIPTIONCustomer Care Representative7.3.1.5.001-STD | Approved1. Document OverviewDocument FieldInformationDocument Number7.3.1.5.001-STDFolder7.3.1.5 Sales Job Descriptions2. Position OverviewFieldDetailPosition TitleCustomer Care RepresentativeDepartment / Function6.1 Customer CareReports ToInside Sales ManagerEmployment TypeFull-time unless otherwise designated by HRWork LocationBrookaire facility, office, customer route, or assigned work area as applicable3. Role PurposeThe Customer Care Representative supports Brookaire customers, account managers, and the sales team by answering calls and emails, entering orders and quotes, processing RMAs and related requests, resolving customer issues, and helping ensure timely and accurate customer service.4. Role Authority and BoundariesThis role may process routine customer requests, orders, quotes, RMAs, filter disposals, email responses, and sales inbox work according to company procedures. The role escalates pricing, account, credit, complaint, operational, or unusual customer matters to sales leadership or the appropriate department.5. Key ResponsibilitiesAnswer customer calls promptly and professionally, including early pickup and delivery-related questions.Monitor and work from the sales inbox, personal inbox, and customer calls to enter and respond to requests.Enter customer orders, quotes, RMAs, filter disposals, and related sales support transactions accurately.Coordinate with account managers, sales representatives, dispatch, warehouse, and operations to resolve customer needs and delivery timing questions.Provide timely email confirmations and follow-up responses to customers and internal requesters.Support customer account relationships through accurate service, strong communication, and problem resolution.Participate in daily sales huddles and KPI meetings and help meet response-time, accuracy, and customer-service expectations.6. Recurring Tasks and MeetingsAnswer phones and respond to email requests.Process orders, quotes, RMAs, and customer inquiries.Work sales inbox items and manage personal follow-up items.Attend daily huddles and recurring KPI meetings.Coordinate with dispatch or warehouse for pickup, ETA, and order-status questions.7. Key DeliverablesAccurate orders, quotes, RMAs, customer responses, confirmations, and sales inbox completion.Resolved customer questions or properly escalated issues.Timely internal coordination with sales, account managers, warehouse, dispatch, and operations.8. Work Inputs and OutputsInput / SourceOutput / RecipientCustomers, sales inbox, personal inbox, phone calls, account managers, sales representativesOrders, quotes, RMAs, responses, confirmations, and issue updatesDispatch, warehouse, and operations updatesCustomer ETA/order-status responses and internal coordinationSales leadership KPIs and prioritiesDaily work focus, queue management, and service improvement9. How Success Is MeasuredResponse times and email/call follow-up meet KPI expectations.Orders, quotes, and RMAs are entered accurately.Customers are satisfied with the interaction and receive clear answers.Customer issues are resolved or escalated promptly.Sales inbox work remains organized and current.Points targets are met or exceeded10. Required Skills and ExperienceCustomer service, communication by phone and email, attention to detail, organization, multitasking, sales support, account support, customer issue resolution, and proficiency with company systems. Very good understanding of companies' point of difference in the market and well as our delivery promises to the customers. In-depth knowledge of all products.11. Tools, Software, and EquipmentNetSuite, Outlook/email, laptop/computer, phone, keyboard, mouse, Microsoft 365, and sales inbox tools.12. Safety RequirementsFollow office safety expectations, including slip/trip prevention, ergonomic workstation practices, safe lifting of office items, and PPE requirements if visiting warehouse or production areas.13. Additional Duties and Business NeedsThis Job Description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Brookaire may modify this Job Description based on business needs, technology changes, operational priorities, strategic manufacturing objectives, organizational goals, or changes in company structure. Additional duties may be assigned by management. Employees may also be required to assist in other job positions when business circumstances require or when directed by their manager or authorized supervisor, provided such work is within applicable safety, training, and qualification requirements.14. DisclaimersBrookaire does not accept unsolicited third-party resumes.Brookaire is an Equal Opportunity Employer/Disabled/VeteransBrookaire is also committed to providing access and reasonable accommodations in its application process for individuals with disabilities and encourages applicants with disabilities to request any needed accommodation(s).Brookaire is an E-Verify Employer