Description
Position Summary
The Customer Care Representative plays a key role in ensuring exceptional customer experiences. This position is responsible for processing orders, preparing correspondence, and supporting customer needs with accuracy and professionalism. Representatives are responsible for handling incoming calls related to order schedules, return goods authorizations, and general inquiries, while also expediting orders and coordinating 3rd party shipping. Maintaining accurate customer records and resolving issues promptly are essential to success in this role.
Essential Functions and Responsibilities
- Receives calls, performs data entry, and successfully navigates competing priorities
- Accurately completes order entry, departmental distribution, and shipping schedules within established timeframes.
- Responds to customer inquiries, expedites requests, and resolves complaints thoroughly and efficiently.
- Processes return goods, delivery complaints, and nonconformance procedures with full follow-through.
- Builds relationships and works effectively across internal departments, contributing to a collaborative, customer focused, and solutions-oriented environment.
- Other duties as assigned.
Qualifications
Required Education, Skills, and Experience
- 2–5 years of Customer Service experience.
- Intermediate proficiency in Microsoft Excel and Microsoft Word.
- Strong organizational skills and ability to prioritize tasks with urgency.
- Ability to consistently demonstrate professionalism when communicating both internally and externally.
- Ability to perform tasks with limited supervision, following established guidelines and procedures.
- Strong problem-solving skills and proven ability to work in a fast-paced environment.
- Reliable internet connection and ability to work independently in a remote setting.
Preferred Qualifications
- ERP system experience highly preferred (e.g., SAP, Oracle, Infor, Epicor, Odoo or similar).
- Experience working in logistics, distribution, or manufacturing environments.
- Familiarity with order management systems and shipping coordination.
- Knowledge of inventory management processes.
Work Environment and Physical Demands
- This is a remote position with occasional virtual team meetings.
- Standard office equipment such as computers, phones, and software tools will be used daily.
- Ability to sit for extended periods while working on a computer.
- Occasionally lift and/or move up to 10 pounds.
- Full-time, hourly position: Monday through Friday, 8:00 AM – 5:00 PM EST
