The Customer Care Associate plays a vital role in ensuring exceptional service delivery and communication between the company and its customers within a manufacturing environment. This position is responsible for handling customer inquiries, managing orders, coordinating product deliveries, resolving issues, and ensuring that customers’ needs are met in a timely and efficient manner. The Customer Care Associate will collaborate with internal teams, including sales, production, and logistics, to ensure smooth order processing, high-quality customer experiences, and effective problem resolution.
Functions and Responsibilities:
- Investigate missing, incorrect, and/or incomplete orders using the available information
- Communicate and coordinate with other departments including production, shipping, and sales staff to provide timely and quality service to customers
- Serving customers by developing rapport, building customer confidence, providing accurate information, and helping with product selection
- Resolve product or service problems by clarifying the END USER complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Demonstrating knowledge of products and inventory to ensure customer satisfaction
- Contributes to team effort by accomplishing related results as needed
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism
- Keep records of customer interactions, process customer accounts, and file documents
- Attracts potential customers by answering product and service questions and suggesting information about other products and services
- Establishes customer loyalty and retention by responding to customer inquiries quickly and respectfully
- Other duties as assigned
Required Skills
- 3+ years’ experience in Customer Service
- Working knowledge of customer service software, databases, tools, and trends
- Strong capabilities with a variety of tools including Microsoft Office Suite, Google Docs, Adobe Creative Cloud and Acrobat Reader
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