Customer Care Representative

3 weeks ago

Staffordshire, United Kingdom WernerCo Full time

Overview:
The Customer Care representative will work closely with sales management, inside and outside sales to provide excellence in customer care; including problem resolution, account relationship & development and technical support.

**Responsibilities**:
**Key Responsibilities (Essential Job Functions)**: This self-motivated individual will be responsible for supporting the following objectives:

- Receive and process customer calls, inquires and requests from start to finish in a positive, efficient & professional manor.
- Provide complete problem resolution for issues received through the call center
- Educate customers about features and benefits of product in order to improve brand loyalty and up-sell opportunities
- Develop professional relationships to determine customer’s needs, expectations, limitations and requirements for the purpose of providing customer satisfaction, customer loyalty and customer growth.
- Manage time effectively to support and meet the goals of the entire Inside Sales, Customer Care and Sales Administration teams.
- Proactively contact customers with order resolution, current shipping information and corrective action on late or problematic orders.
- Actively participate in all necessary training development programs.
- Act as liaison on behalf of the customer and Werner to resolve problems both internally and externally.
- Understand and adhere to corporate policies & procedures.
- Present a professional image at all times to customers, vendors, and other departments.
- Participate in special projects and/or provide support to project teams regarding improvements or changes to existing programs or implementation of new programs.
- Proactively provide and communicate process & system improvement needs.
- Ensure the accurate and timely processing of account order to cash activities.
- Actively communicate and work with the entire team to ensure a cohesive and productive environment.
- Identifies and accurately evaluates both operating & customer requirements to get to the root of the problem.
- Other Duties that are reasonably associated with the above essential functions of the job
- Understand and follow Quality Management System

**Key Competencies**:

- Multi-tasking; able to manage multiple projects
- Understands customer expectations
- Integrates customer service in our culture
- Works to meet defined goals & objectives
- Understands and accepts change
- Builds & maintains organizational relationships across functions
- Detail oriented
- Able to adapt in a fast pace environment
- Able to comprehend overall business objectives for the entire company
- Strong written and oral communication

Qualifications:
**Experience & Education**:
Required:

- Previous experience working in a customer service or an administrative support role with increasing responsibilities
- Skills and knowledge of multiple software and business data systems
- Demonstrable knowledge of customer service principles and best practice

Desired:

- Career background in sales and project management
- Experience of working within a manufacturing or production environment would be advantageous to this role

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