Customer Care Representative

Jobtailor; New Jersey; On-site; USD 42,000 - 54,000; Full time

Job summary

Jobtailor in New Jersey seeks a Customer Service / Order Administrator to manage sales orders received by phone, fax, email, and EDI. The role involves answering inquiries, coordinating with field, inside sales, and warehouse teams, and resolving issues per quality policies.

You will process RMAs, verify pricing, and support accounts receivable with order discrepancies. The position emphasizes strong communication, attention to detail, and proficiency in Microsoft Office; Associates required,

Qualifications

• Associate’s Degree required, with a minimum of 1 year of experience in a customer facing or service environment; or equivalent combination of experience, education and training.
• Bachelor’s Degree preferred.
• Exceptional customer service and listening skills.
• Excellent interpersonal, written and verbal communication skills.
• Good organizational skills and the ability to work effectively as part of a team in a busy customer driven environment.
• Strong analytical abilities to research, extract, summarize, and communicate complex or diverse information preferred.
• Attention to detail.
• Must be proficient in Microsoft Excel, Word, PowerPoint, and Outlook.

Responsibilities

• Manage sales orders received by phone, fax, email and electronic data interchange (EDI).
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• Partner with the field, inside sales teams, and warehouse to meet and exceed all service expectations.
• Recognize a customer complaint and forward to the appropriate personnel based on TMC’s Quality Policies and Procedures.
• Address and resolve customer’s service inquiries or issues by identifying the issue; and address or elevate to ensure resolution.
• Complete the field based inventory order processing.
• Verify customer pricing and process special instructions for handling.
• Process Return Merchandise Authorizations (RMA) in a timely manner to ensure customer satisfaction.
• Research and review warehouse shipping discrepancies with customers/sales and advise steps that will be taken to resolve problem.
• Work with the Accounts Receivable Team for timely resolution of order discrepancies.
• Release standing orders in accordance with pre-determined shipping dates.
• Gain product knowledge by utilizing the Knowledge Tree application.
• Perform other job-related duties as assigned.

Skills

Exceptional customer service

Listening skills

Interpersonal communication

Written communication

Verbal communication

Organizational skills

Teamwork

Analytical abilities

Attention to detail

Microsoft Excel

Microsoft Word

PowerPoint

Outlook

Education

Associate’s Degree

Bachelor’s Degree

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Outlook

Job description

Responsibilities

• Manage sales orders received by phone, fax, email and electronic data interchange (EDI).
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• Partner with the field, inside sales teams, and warehouse to meet and exceed all service expectations.
• Recognize a customer complaint and forward to the appropriate personnel based on TMC’s Quality Policies and Procedures.
• Address and resolve customer’s service inquiries or issues by identifying the issue; and address or elevate to ensure resolution.
• Complete the field based inventory order processing.
• Verify customer pricing and process special instructions for handling.
• Process Return Merchandise Authorizations (RMA) in a timely manner to ensure customer satisfaction.
• Research and review warehouse shipping discrepancies with customers/sales and advise steps that will be taken to resolve problem.
• Work with the Accounts Receivable Team for timely resolution of order discrepancies.
• Release standing orders in accordance with pre-determined shipping dates.
• Gain product knowledge by utilizing the Knowledge Tree application.
• Perform other job-related duties as assigned.

Requirements

• Associate’s Degree required, with a minimum of 1 year of experience in a customer facing or service environment; or equivalent combination of experience, education and training.
• Bachelor’s Degree preferred.
• Exceptional customer service and listening skills.
• Excellent interpersonal, written and verbal communication skills.
• Good organizational skills and the ability to work effectively as part of a team in a busy customer driven environment.
• Strong analytical abilities to research, extract, summarize, and communicate complex or diverse information preferred.
• Attention to detail.
• Must be proficient in Microsoft Excel, Word, PowerPoint, and Outlook.