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

Jacobs & Thompson jobs

Customer Care Associate