Customer Care Representative

4 months ago

Staffordshire, United Kingdom WernerCo Full time

About Us:
**Become a part of our dynamic and innovative team at WernerCo**

Are you seeking an exciting career opportunity with the world's largest and most well-known ladders, storage, and access equipment brands? Our market-leading products and brands are widely used on job sites across the globe, and our team is dedicated to building relationships, gaining insights, and delivering exceptional customer service. We are seeking team players who are passionate about their careers and eager to contribute to the growth of our organisation. At WernerCo, we prioritise teamwork, integrity, customer focus, and continuous innovation, and we consider our people to be our most valuable asset. If you want to be a part of our success, we would love to hear from you.

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

EEO Statement:
WernerCo is committed to fostering, cultivating, and preserving a culture of diversity, equity and inclusion. WernerCo is an equal opportunity employer and prohibits discrimination and harassment of any kind. All qualified applicants to WernerCo are considered for employment without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status or any other protected characteristic. WernerCo will not tolerate discrimination or harassment of any kind based on these characteristics.

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