CUSTOMER CARE SPECIALIST - Rush& Company : Job Details

Customer Serv / Order EntryQuality / TestingEntry LevelMid to Senior LevelCUSTOMER CARE SPECIALISTWe are working with a growing, US owned, 50+ year Textile Manufacturer that has multiple sites across the Southeast and Northeast. They mostly produce yarn, upholstery, and industrial textiles and havean excellent reputation in the marketplace along with some of the most recognized brands in their industry. Quality company with Quality people and solid benefits.The company is looking for a Customer Care Specialist who will serve as the voice of the customer  to fulfill the Company's brand promise through education, service, technical support, and warranty/claims resolution to all Custom Fabrics markets.Major Accountabilities/Essential Duties:Follow company policies, safe work practices, prevent injury to yourself and other associates.Oversee the Customer Claims Process; Approval of labor assistance for warrantied claims.Ensure return authorizations have been issued and details are complete.Research each claim based on information provided.Oversee gathering of communications and act as voice of the customer to initiate internal analysis, product evaluation and eventual corrective/preventative actions associated with claims.Provide performance education to salespeople, distributors, fabricators, Jobbers and consumers about our products and services.Manage the brand and establish performance goals, projects, and objectives.Provide feedback to sales, marketing, departmental and executive leadership about claims.Initiate care (field service) as needed in support of customers as well as Marketing and Commercial Teams.Warranty claims process management/function and improvement (i.e., JOMAR, Zendesk, dashboard development, brand care deployment, and any necessary changes related to servicing the business).Management and collaboration between Asia and European operations regarding product support and warranty claims.Aid in writing care, fabrication, and maintenance instructions.Assist with new product evaluation.Management of industry standard product test certification with third-party laboratories (i.e., TB117-2013, NFPA260, etc.).Education:Associate Degree or equivalent work experience.Experience:Must know fabric performance and grading characteristics.Must know the brand's deployment requirements.Must understand current Custom Fabrics markets.Must know distribution channels.Must know traditional and non-traditional uses of Custom Fabrics products.Must have relationships with service organizations capable of aiding in claims resolution.Key Skills:Must have extensive product knowledge.Must understand traditional and non-traditional applications of our fabrics.Must have excellent written and verbal skills.Must have a temperament capable of diffusing a situation with an unhappy customer.Must know how to navigate within our data pools.Must have interpersonal skills that facilitate cooperation among various workgroups.All Candidates must be able to provide work-related references.#J-18808-Ljbffr