Customer Care Order Management Representative

Job Details:

Position Title: Customer Care Order Management Representative 

Location: Nashville, TN 

Duration: 5+ Months (could go beyond)

Position Overview:

The Customer Care Order Management Representative provides factory-based support to end-user customers and dealers seeking product information, technical information through prompt assistance to customers through various mediums acting as a customer advocate. Order management utilizes the knowledge and understanding of supply chain management processes and works side by side with clients to provide customizable logistic solution tailored to the individual customers’ needs.

Characteristics of Customer Care:

· Demonstrates positive attitude and willingness to learn

· Takes initiative to suggest improvements and able to define possible solutions.

· Communicates effectively with team members to build a great working environment.

· Displays a customer focused approach and passion to support customers

· Responsive and adaptable to new challenges

· Demonstrates strong work ethics acting as an example to others

· Able to multi-task at high levels with multiple programs running and managing all medias

The responsibilities of this role include, but are not limited to the following:

· Document customer interactions information within, client’s strengthening the link between the customer and the factory

· Build a professional relationship with customers to increase loyalty in the products

· Ability to maintain professionalism with composure and resilience

· Provide Intermediate direct and prompt assistance to customers through various media (phone, email, letter, and fax), acting as a customer advocate

· Resolve less common customer issues through a broad understanding of client’s processes, systems, and practices

· Ability to work in a cross-functional organization, building relationships and managing conflict with customer

· Ability to escalate internally and externally as required providing documentation throughout process

· Willingness to share information by providing assistance to peers while having openness to learning and contributing to the development of a positive work environment within Customer Care

· Support contact center quality improvements and response targets

· Effective time management skills

· Ability to be flexible with time constraints and scheduling if applicable

Position Requirements:

· While a minimum of a High School Diploma is required, the manager would prefer to see someone with an Associates or even a Bachelors’ Degree

· Minimum 2 years’ experience in a customer support role is preferred

· Familiar with computer related programs such as MS Suite (Word, Excel, Power Point, etc.), Internet, Intranet, etc.

· Able to type 30 WPM

· Representatives should be Intermediate (familiar to proficient) in the application of customer service knowledge/skill set in a wide range of work situations

· Ability to manage conflict and diffuse situations to provide optimal resolution

· Should possess Intermediate (familiar to proficient) skills in planning/organizing, problem solving, attention to detail, accuracy, and professionalism

· Management of assigned accounts/end users/distributors/ in house customers aligned with Service Level Agreement that includes but not limited to daily/weekly/monthly reporting measures, communication with details, follow through with deliverables, etc.

· Able to advise of status at any time throughout the process of customer experience

· Work with internal Customer Care employees, distributors, suppliers, and other business units to maximize service to customers.

To know more about this position, please contact:

Ujjwal Mane

973-805-7557

ujjwal.mane(at)collabera.com