Customer Care Representative, Northbridge, Massachusetts

Description: Reporting to the Customer Care Manager, the Customer Care Specialist (CCS) is expected to be knowledgeable in all aspects of the order to cash process. This entails order processing, obtaining scheduling information, coordination of shipments, order expedites and processing of customer inquiries. The CCS will function as a liaison between respective departments to investigate and resolve non-product complaints. This position will perform standardized processes, complete ERP (NetSuite-Plex) and supplemental training to align with department and company guidelines.
Customer Assistance: Primary point of contact for an assigned geographical section or market specific account base. Provide product or service information relative to Altor's product portfolio. Respond to customer inquiries via phone, email, or chat in a timely and professional manner. Provide accurate information and assistance regarding products, services, and policies.Problem Resolution: Handle customer complaints and concerns effectively, aiming for a swift resolution while maintaining a positive customer experience. Escalate issues to appropriate channels when necessary.Order Processing: Assist customers with placing orders, tracking shipments, and processing returns or replacements. Ensure accuracy and efficiency in order management procedures.Product Knowledge: Develop a comprehensive understanding of our products or services to effectively address customer questions and concerns. Knowledgeable on product features, pricing, and entire Altor product portfolio.Customer Relationship Management: Build and maintain strong customer relationships by demonstrating empathy, professionalism, and reliability in every interaction. Customer sites visits may be required to support customer or business requirements. · Documentation and Reporting: Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions. Provide regular reports i.e., Open Order Reports, Scorecards, and feedback to management regarding service level agreements.· Team Collaboration: Collaborate with departments such as Sales, Operations, Scheduling, or Marketing to ensure seamless communication and resolution of customer issues. Contribute to team goals and initiatives.

• Other duties may be assigned.

Requirements:

Bachelor's Degree or equivalent work experience

3+ years of experience in customer service; preferably in a manufacturing environment

Experience with ERP Systems is desired.

Equal Opportunity Employer, including disability/protected veterans

PI239337606