Customer Care Representative

Want to be part of a 100-Year-Old Global Company with solid reputation, passionate people and endless opportunities?

Are you Customer Centric and looking for a career with a great company?

Are you a motivated person who thrives on the customer experience? Are you an experienced sales professional seeking to leverage your skills in a different environment? If that is you, we want to talk to meet you in person! We are looking for qualified applicants who enjoy working within a professional team, demonstrate a positive attitude, is metric oriented, has strong communication and problem-solving skills as well as the ability to multi-task in a fast paced call center environment.

Some of the most successful candidates come from the following call centers:

• Catalog Retailers
• Banking/Financial services
• Payment Processing Call Centers
• Insurance
• Hospitality

Position Summary:

The Customer Care Associate will respond to customer inquiries and resolve customer concerns with minimal supervision. The position is critical to achieving our growth targets. The person in this role must be willing to go above and beyond to enable a superior customer experience for ESAB's internal and external customers. They will do this by utilizing excellent, in-depth knowledge of company products and programs as well as partnering with team members in all functions. This position will require strong communication and problem-solving skills, with the ability to handle large or major accounts.

Qualifications:

• Three years in Customer Service with a previous employer and stable work history is a must
• Experience using JDE and SAP systems able to efficiently maneuver through the system
• Customer Service experience in a manufacturing environment a plus
• Experience working with field sales teams as well as distributors
• Strong listening and interpersonal skills, with the ability to develop and maintain effective working relationships with customers in a dynamic and fast paced environment
• Ability and skill to up sell
• Ability to work both independently and as part of a team
• Ability to work well under pressure along with excellent oral and written communication skills strongly desired
• Accepts additional responsibility willingly
• Capable of handling large or major accounts
• Computer literate with skills in MS Office program and 10 key speed
• Ability to do problem-solving and mathematical calculation (customer inventory, price issues, credits)
• Consistently exceeds expectations in all performance areas including scorecard initiatives
• Demonstrates professionalism and presents a positive image of the company
• Demonstrates responsiveness and sense of urgency when dealing with customers
• Excellent verbal and written communication
• Flexible to schedule changes when necessary
• High school diploma/GED required - 2-year degree preferred.
• Makes good decisions, works independently and with minimal supervision
• Shows initiative (Problem Resolution)
• Strong organizational skills with the ability to handle multiple tasks and able to analyze problematic situations for our customers
• Strong work ethic. Shows up, works hard, willing to put in the time to train

Responsibilities:

• Uses resources and support systems to investigate, analyze and resolve outstanding issues to achieve customer satisfaction
• Develops customer relationships by phone, written correspondence, fax or electronic mail
• Accepts ownership of individual results including maintaining process and call center quality standards
• Responds to internal/external inquiries regarding order entry, order status, returns, product, and warranties
• Acts as liaison between the customer and ESAB
• Ability to resolve outstanding matters
• Maintains in-depth working knowledge of systems and processes
• Demonstrates responsiveness and a sense of urgency when dealing with customers with the demonstrated ability to resolve outstanding issues
• Determine when escalation is necessary to solve for customer needs
• Provides timely feedback to Customer Service Manager regarding service failures or customer concerns
• Ensure all processes in the department comply with ISO 9001 standards or policies while promoting a quality mind set for all employees

Competencies:

• Customer/Client Focus
• Communication Proficiency
• Decision Making
• Flexibility
• Leadership
• Problem Solving/Analysis
• Results Driven
• Teamwork Orientation
• Technical Capacity

Career Trajectory Potential:

Customer Service Team members will be considered after success for other departmental roles, and progression to Sr. Customer Service team members, Lead Customer Service team member, Manager Customer Care, Credit Department, Training Department and Field Sales Associate. During the time in the role, a career plan, career training opportunities and progressive coaching will be provided.

Relationships and Contacts:

Product Development, Supply, Market, Accounting, Sales, Product Marketing, and Quality Assurance

Position Type and Expected Hours of Work: This is a full-time position, and hours of work and days are Monday through Friday, 7:00 a.m. to 4:00 p.m. or 8:00 a.m. to 5:00 p.m.

Benefit Package:

• Medical, Dental & Vision Coverage for Full-Time Employees
• 401(k) Match
• Education Reimbursement
• Paid Time Off (PTO)
• Flexible Spending Accounts (FSA)
• Group Life and AD&D Benefits
• Long Term Disability
• And Much More!!!

Recommended Skills

• Call Centers
• Communication
• Computer Literacy
• Coordinating
• Customer Demand Planning
• Customer Experience