TECHEAD is celebrating over thirty-five years of incredible heritage, talent, and
accomplishments! To learn more about TECHEAD, visit us at TECHEAD.com or
on Glassdoor.
Customer Service Representative
9 - Month Contract
Hybrid (In Office Tuesday - Thursday)
Huntersville, NC
We are seeking a passionate and customer-focused Customer Care Specialist to join our dynamic team. As a key player in our Customer Care department, you will be responsible for managing customer interactions across various channels, including phone calls, emails, and customer portals, ensuring a seamless and exceptional experience. The ideal candidate will have excellent time management skills, a creative problem-solving mindset, and a dedication to going above and beyond to achieve customer satisfaction.
Key Responsibilities:
- Customer Experience Excellence: Deliver outstanding service across all communication channels by demonstrating excellent call quality, problem-solving abilities, and ownership of customer issues.
- Omnichannel Strategy Understanding: Support and navigate Amerock's omnichannel strategy to enhance the customer experience at every touchpoint.
- Order Management: Manage customer accounts, oversee order lifecycles, handle report preparation, and support sales and supply chain functions for assigned accounts.
- Post-Order Support: Assist customers with post-order concerns, including returns, replacements, refunds, delivery status, back-order inquiries, and other order fulfillment issues.
- Issue Resolution: Effectively resolve customer concerns by following proper escalation procedures and ensuring timely follow-up on all commitments.
- Proactive Communication: Anticipate and communicate potential service issues to customers and internal teams to ensure smooth operations.
- Process Improvement: Identify trends or inefficiencies and collaborate with internal teams to implement process changes that elevate the customer experience.
- Empathy and Professionalism: Engage with customers and colleagues using active listening, patience, empathy, and kindness to build strong relationships and provide exceptional service.
- EDI Transaction Support: Manage first-level troubleshooting of inbound/outbound EDI transactions, including purchase orders, order acknowledgements, and advance shipping notifications (ASNs).
- Collaboration: Foster strong working relationships with the sales team, internal support channels, and key stakeholders to deliver top-tier customer service.
Qualifications:
- Education & Experience: A 4-year college degree or equivalent combination of education and work experience.
- Willingness to Learn: A growth mindset with the ability to receive and provide constructive feedback.
- Strong Problem-Solving Skills: A passion for resolving issues quickly and creatively while managing multiple tasks and client interactions.
- Multitasking Ability: Capable of seamlessly navigating between various client interactions and internal systems while working toward customer service goals.
- Communication Skills: Excellent phone etiquette, verbal and written communication skills, and active listening abilities.
- Technical Proficiency: Experience with SAP SD and EDI is preferred; proficiency in MS Office (Excel, Word) is required.
- Conflict Management: Skilled in handling difficult situations while maintaining professionalism and composure.
- Industry Experience: Previous experience in the consumer products industry is a plus.
TECHEAD's mission is to make our on-site associates successful by placing them in the
right environment so they can grow and prosper. How we treat and respond to our
clients and employees is a reflection of who we are and makes us stand out from the
rest. Keeping our business focused on building and maintaining relationships with our
employees and clients is the key to our success. We won't strive for anything less.
TECHEAD provides equal employment opportunities (EEO) to all employees and
applicants for employment without regard to race, color, religion, gender, sexual
orientation, gender identity or expression, national origin, age, disability, genetic
information, marital status, amnesty, or status as a covered veteran in accordance with
applicable federal, state and local laws governing non-discrimination in employment in
every location in which the company has facilities. This policy applies to all terms and
conditions of employment, including, but not limited to, hiring, placement, promotion,
termination, layoff, recall, transfer, leaves of absence, compensation, and training.
For more information on TECHEAD please visit www.techead.com.
No second parties will be accepted.