Customer Care Associate

Position Summary

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

• Demonstrate and foster Oliver Core Values
• Receive and process customer orders while screening information for accuracy and completeness within 24hr of receiving
• Acknowledge customer orders within 48 hours
• Work closely with Specification Review and Development/Process Engineering to review and improve customer specifications
• Follow up, escalate risks and potential problems with customer orders and parts to the appropriate team members in manufacturing, process engineering, production planning, pre-production areas, etc.
• Prepare customer price quotations (requests), sample requests, order status information and facilitate other customer requests in an expeditious manner and to the standards set forth by management
• Monitor customer orders throughout the manufacturing process, advising customers, Sales, and Operations of any significant delays and provide alternatives to ensure customer expectations are fulfilled
• Consistently apply 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 and clearly communicate updated order acknowledgment to customer and updated internal systems as needed
• Capture customer complaints and track 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.

• 4-year degree in Business related field, or comparable experience

• 2 years of related customer service, sales or account management experience, or equivalent combination of education and experience

• 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 a 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

• Strong Microsoft Office skills and experience with CRM, ERP and business applications
• Demonstrated ability to follow through on details and enter data into computer systems, CRM, ERP quickly and accurately

• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Excellent learning and presentation skills

• 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

• All duties and responsibilities of Customer Care Representative
• Maintain a trusted advisor relationship with key or global accounts and customer stakeholders
• Experience in managing Vendor Managed Inventory programs and Kanbans
• Work closely with the Lead Customer Care Representative and Manager to assist on training of new hires and assist in process improvement
• Consistently exceed 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

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 10lbs.

• Ability to travel to customer facilities, plant locations and trade shows when necessary.