Customer Care Specialist – Manufacturing & ERP Support

Evolving Solution Services; Willoughby (OH); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Job summary

Ericson Manufacturing, a family-owned company since 1918, is seeking a Customer Service Representative to join our Willoughby, OH team. The role involves handling inbound calls, online chat, and data entry to support orders, inquiries, and returns, with collaboration across departments to resolve issues.

The position requires a minimum of 3 years in manufacturing customer service, with preferred experience in the electrical industry and ERP/CRM systems.

Qualifications

• Minimum of 3 years customer service experience in a manufacturing environment.
• Experience in the electrical industry preferred.
• Experience working with independent manufacturer’s representative agencies and distributors preferred.
• ERP database and CRM database experience preferred.
• Ability to actively problem solve and remain calm under pressure in a fast-paced environment.

Responsibilities

• Taking inbound calls from customers, sales reps or distributors and provide information relating to orders, technical inquiries, order status, availability of parts, and other various customer requests.
• Assisting customers via online customer web chat system.
• Maintenance and updating of customer files. Data entry and maintenance of customer accounts in company ERP / CRM systems.
• Gathers all internal data available and uses creative problem solving to resolve customer issues and get information back to the caller as soon as possible.
• Handles Return Goods Authorizations (RGAs) when received from the customer according to internal policy.
• Follow through once product is received to ensure that customer credit is issued and customer satisfaction is restored.
• Works to resolve any customer issues by working with other departments within the company to determine an appropriate solution.
• Receives and prepares customer complaint documentation and submits to appropriate internal personnel.
• Follow up with missing or delayed shipments.
• Additional duties as required.

Skills

Customer service

Problem solving

Data entry

Communication skills

Tools

ERP

CRM

Job description

Ericson Manufacturing, a family-owned company since 1918, is seeking a Customer Service Representative to join our Willoughby, OH team. The role involves handling inbound calls, online chat, and data entry to support orders, inquiries, and returns, with collaboration across departments to resolve issues.

The position requires a minimum of 3 years in manufacturing customer service, with preferred experience in the electrical industry and ERP/CRM systems.