In this role, your mission is to establish rapport, answer questions, and increase product confidence for customers so they understand and appreciate the value of our products. You achieve this by troubleshooting potential issues and resolving concerns.
You enter orders received from customers and complete data entry to SalesForce and Business Central for existing and new customers to document all customer interactions.- You provide excellent service throughout the fulfillment process by responding promptly (generally within one business day) to all customer inquiries, providing prompt and proactive resolution to customer complaints, and answering questions about shipping, products, and other customer inquiries.
- You use your professional, grammatically correct, and positive written and verbal communication skills to communicate with customers through email, telephone, or social media.
- You provide inside sales support, advising customers if their order is close enough to be able to add product and capitalize on discounts by increasing their order, researching and qualifying leads for the sales team, generating reports and tracking statuses in SalesForce, and maintaining quote documentation with accurate pricing.
- You utilize active listening and questioning to gather further data in order to ensure our customers are happy with our products.
- You utilize your own knowledge of our products and processes to answer questions and resolve existing or potential issues related to the fulfillment process.
- In additional to positive relationships with outside clients, you maintain strong, trusting relationships with internal customers, including Accounting, Fundraising, Account Managers, and Shipping & Receiving to serve the needs of our company and our customers. In this role, you serve as a liaison between our customers/the Retail Division and Manufacturing, Shipping & Receiving, and other Customer Care team members.
- You receive orders, box, and ship samples to customers.
- While your primary focus will be on Retail, you back-up other members of the order management/Customer Care team as necessary.
- Some travel is necessary to attend trade shows or customer meetings. Travel would not generally exceed four times per year and would expected to be up to three days per trip.
You do not need specific education to be successful in this role, but any customer service, Microsoft Office (Excel, PowerPoint, Word), or communication training you've had will be beneficial.
To be successful in this role, you should have at least six months of prior experience with customer care, general office administration, or similar.
PI244094163
