Customer Care Associate

The Customer Care Representative provides customer service, project management, and account management support to internal and external customers. This role plays a critical role in the order management process ensuring the timely processing of orders and realistic delivery dates are confirmed. The Customer Care Representative will develop long term relationships with assigned customers and key stakeholders. This role will liaise between customers and cross functional internal teams to ensure the timely and successful delivery of orders according to customer needs.
Primary Responsibilities / Essential Functions
Customer Care Representative
Demonstrate and foster Oliver Core Values
Receive and process customer orders while screening information for accuracy and completeness within 24hr of receiving
Acknowledges customer orders within 48 hours
Works closely with Specification Review and Development/Process Engineering to review and improve customer specifications
Follow up, escalates risks and potential problems with customer orders and parts to the appropriate team members in manufacturing, process engineering, production planning, pre
- production areas, etc.
Prepares customer price quotations (requests), sample requests, order status information and facilitates other customer requests in an expeditious manner and to the standards set forth by management
Monitors customer orders throughout the manufacturing process, advising customers, Sales, and Operations of any significant delays and provides alternatives to ensure customer expectations are fulfilled
Consistently applies pricing, and fees according to company policy to ensure high levels of service and revenue
Forecast and track key account metrics
Negotiate expedite fees and scheduling deviations requests for rushed deliveries
Work closely with planning and manufacturing to determine realistic shipping dates
Clearly communicate updated order acknowledgment to customer and updated internal systems as needed
Captures customer complaints and tracks in accordance with established practices and procedures
Coordinate internally to ensure timely specification reviews and other customer information requests
Work closely with Regional Sales Managers to coordinate internal information requests, technical information and quotes.
Basic Qualifications
**Education**:
4-year degree in Business related field, or comparable experience
**Experience**:
2 years of related customer service, sales or account management experience, or equivalent combination of education and experience
**Interpersonal Skills**:
Customer Orientation - ability to focus on the changing needs and wants of the customer
Strong teamwork and problem-solving skills
The ability to develop, maintain and strengthen partnerships with others inside or outside the organization
Able to work independently or as member of a team; must be organized and meet deadlines in stressful situations.
Strong written and verbal communication skills
Strong active listening skills
Ability to maintain positive relationships within a team environment; working well with people across the organization to gather information, make decisions, and recommendations to drive improvement
Ability to deal with a variety of interpersonal styles and personalities in an appropriate and diplomatic manner
Technical Skills
Demonstrated ability to follow through on details and enter data into computers systems, CRM, ERP quickly and accurately
Other Skills
Proven ability to manage multiple projects at a time while paying strict attention to detail
Excellent learning and presentation skills
Preferred Qualifications for Senior Role
**Education and/or Experience**:
4-year degree in Business Administration, Management, Marketing or related field
4-6 years of related customer service, sales or account management experience, supervisory experience
Senior
All duties and responsibilities of Customer Care Representative
Maintains a trusted advisor relationship with key or global accounts and customer stakeholders
Experience in managing Vendor Managed Inventory programs and Kanbans
Works closely with the Lead Customer Care Representative and Manager to assist on training of new hires and assists in process improvement
Consistently exceeds expectations with effective communication/listening skills
Strong business acumen, identify and grow opportunities within the territory and collaborate with the sales team to ensure growth attainment
Working Conditions
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 10lbs.
Special Requirements
Ability to travel to customer facilities, plant locations and trade shows when necessary.