JOB TITLE: Customer Care Specialist
REPORTS TO: Service and Support Manager
SUMMARY OF POSITION:
The Customer Care Specialist is the liaison between customers and all departments within Astoria-Pacific and is responsible for presenting a consistent, courteous, and professional message. This position is responsible for managing and expediting all incoming customer orders, complaints, and inquiries in a timely manner. The Customer Care Specialist must work efficiently with minimal supervision to meet Company standards for excellence, required attention to detail and in full compliance with the Quality System.
RESPONSIBILITY AREAS:
Handle incoming sales and customer care calls, inquiries, concerns, or complaints in a courteous and professional manner ensuring customer needs are fulfilled, with minimal supervision or assistance of approved work instructions and/or procedures.
Process, monitor and expedite all open orders including parts and consumables, diagnostics, systems, modules, service and repairs and return of loaners to assure accurate and timely delivery and receipt, with minimal supervision or assistance of approved work instructions and/or procedures.
Track Daily Back Order reports and drive for resolution all open items in a timely manner.
Coordinate systems order from order acceptance through system installation follow-up, with minimal supervision or assistance of approved work instructions and/or procedures.
Create and maintain customer follow-up call list and schedule for post orders, post system install follow-ups and loaner receipt and returns, with minimal supervision or assistance of approved work instructions and/or procedures.
Track RMA’s from customer call through follow-up, with minimal supervision or assistance of approved work instructions and/or procedures.
Support the outside sales force and distributors by providing up-to-date order status information, new product information, part numbers and descriptions when needed.
Support outside sales by assisting with the assembly of manuals and mailings, with supervision or assistance of approved work instructions and/or procedures.
Assist as backup, when needed, in cross functional groups (i.e.: Reception).
Generate, maintain, and implement Standard Operating Procedures, work instructions, records, and other Customer Care documentation in accordance with Astoria-Pacific’s Quality System, with guidance from Manager or Project Leader.
Collaborate with cross functional teams on projects, as assigned.
Provide assistance and/or training to cross functional departments, as assigned by Manager or Project leader.
Provide feedback to Managers or Project Leaders on contributors and project team members, as requested.
Assist in internal and external audits, as needed.
Develop and maintain knowledge of company products and customer base.
ESSENTIAL SKILLS:
Communicate clearly, concisely, and effectively utilizing appropriate methods, software and systems, orally and/or in writing, to internal and external customers, as directed by Manager.
Effectively collaborate within a team environment.
Effectively present ideas or reports in large or small venue, with internal or external customers, with guidance of Manager.
Consistently provide and seek quality improvements in thoroughness and accuracy of personal performance.
Establish and maintain accountability and dependability of personal performance.
Establish and maintain accountability and dependability of internal contributors and project team members.
Accurately assess efforts/resources needed and establish time management goals and priorities to achieve desired results in a timely manner.
Take initiative to seek out new opportunities to contribute or improve skills, exercising sound judgment regarding time management of current commitments and responsibilities.
Accurately assess and address areas of quality improvement, problem solving and conflict management to reach timely and mutually agreed upon resolution.
Apply data analysis, critical thinking, and problem-solving skills to meet Company goals.
Exercise sound and accurate judgment in timely communication and decision making.
Effective and with sound judgment drive to closure action items, activities, and decisions.
Establish and maintain effective working relationships with fellow employees.
Establish and maintain effective working relationships with external entities as needed to perform job duties.
Accept constructive criticism, seek development plans to achieve agreed upon results.
Provide constructive criticism for development plans to assist in achievement of agreed upon results.
Effectively observe safety and security procedures and use equipment and materials properly.
Exercise adaptability and flexibility as needed to address dynamics of work environment and goals.
Exercise sound judgment in the handling of confidential information, internally and externally.
Use sound judgment to maintain fiscal responsibility at all times.
Maintain knowledge of customers and required product specifications as needed to perform job.
Consistently understand, use and apply Astoria-Pacific’s Employee Handbook, Quality System and related Quality System Procedures, Work Instructions and Quality Records.
Must be able to remain in a stationary (standing or sitting) position up to 30% of workday.
Must be able to operate a telephone, computer, laboratory equipment and machinery on a consistent basis – for greater than 70% of workday.
Must be able to perform tasks that require walking, bending over, crawling, reaching overhead, balancing, crouching, kneeling, pushing, and pulling on an occasional basis – up to 30% of workday.
Must be able to perform tasks that require repetitive use of arms/hands/legs, grasping, fine manipulation and hand/eye coordination on a frequent basis – up to 70% of workday.
Must be able to move and/or transport equipment or product weighing up to 35 lbs on an occasional basis.
Support of Supply Chain/Operations follow-up.
EDUCATION AND EXPERIENCE REQUIREMENTS:
Education, experience, and training that provides the required knowledge, computer and database skills, and abilities.
1-2 years of experience in a customer service environment.
The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skills typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements.