Job Description

JOB TITLE: Manager, Customer Care Job Position and Standards JOB SUMMARY Responsible for managing sales support activities. Primary contact for sales representatives, customers and consumers. Responsible for total account management, pre and post sales. Improve company profitability and account retention through the quality of service provided. Provide immediate and accurate information relative to product specifications, programs, availability, lead times, credit disputes, freight quotes and returns. ESSENTIAL DUTIES, RESPONSIBILITIES and STANDARDS Includes the following. Other duties may be assigned. • Negotiate and resolve customer questions relative to product availability, Purchase Order issues, credit disputes, product performance, product application and product configuration, discounts and pricing. Empowered to make monetary decisions that result in dispute resolution and customer satisfaction. • Advocate customer needs, issues and concerns by establishing corporate communications that positively communicate the needs of the customer. Educate employees on the importance of meeting customer requirements and commitments. Ensure the customer is a major consideration when decisions and policies are made. • Manage the RMA process from Customer request to conclusion within company policy. Maintain RMA data base and keep all spreadsheets current. Process all requests in a timely manner and communicate issues or concerns. • Approve Return Goods Authorizations. Decide on RGA method of field destroy, return or repair based on the best level of service for the customer and company policy. Properly code each RGA to provide the best warranty analysis on management reports. • Issue all credit memos in a timely manner and ensure that they are coded accurately. • Ability to create and publish reports to management that highlight repetitive issues, concerns or trends. Publish reports on a weekly/monthly basis. Analyze data and provide potential solutions to resolve issues. • Maintains data integrity within Sage and Drop Box. • Assist in training customers on programs, products and processes. • Responsible for entering all orders accurately and timely based on departmental service standards. Must consider special customer requests and enter accordingly. • Manages daily invoices and shipment information and provides information to all customers based on their daily shipments. • Manage company published policies and procedures. Assure compliance to policy, with specific monetary authority to approve out of policy agreements. Escalate all questionable agreements to management as necessary. • Learn product mix, applications, configurations, functionality, repair capabilities and quality history for all products. Stay abreast of all product changes and new product. • Process all requests for freight quotes and communicate estimates to customers. Process all freight claims and replacement order due to freight damage. • Administrate all sales programs as they relate to order management and order qualifications. • Meet and/or exceed all published service standards. SUPERVISORY RESPONSIBILITIES • None QUALIFICATIONS Ability to professionally and effectively communicate with key buying influences in the areas of product, purchase orders, sales policy and service policy. Must posses excellent problem solving ability and technique. Experience with learning a complex product line. Excellent communication, service and negotiation skills. Strong organization skills and the ability to work in a fast paced multi tasking environment. Ability to make independent decisions. REQUIRED EDUCATION/EXPERIENCE Minimum five years of Customer Service, Sales, Telemarketing or Sales Administration experience. COMPUTER SKILLS: Must be proficient in Ten key touch and be able to type a minimum of 55 wpm. Literate in MicroSoft Office 365, Outlook, MS Word and Excel. Proficient in utilizing an integrated system for financial management transactions,sales, service and distribution. Experience with Sage and or Mysis, DropBox and Smartsheet a plus. LANGUAGE SKILLS: Ability to speak English and Spanish a plus. REASONING ABILITY: Ability to apply principles of logical thinking to a wide range of intellectual and practical problems. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Must be able to sit, stand or walk for extended periods of time. • Must be able to reach with hands or arms • Must be able to stand, bend, reach and stoop on a regular basis. • Must have good vision and the ability to distinguish colors • Must be able to lift and carry up to 25 pounds occasionally • Must be able to judge distances and spatial relationships. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • The work environment is that of a typical office setting • The work environment is that of a typical medium volume manufacturing and distribution operation (Works near moving mechanical parts, in moderate to loud noise areas, in variant temperature areas.)