The Customer Care Associate is responsible for taking good care of the customer’s base. Therefore, the Associate needs to be service-oriented and use his/her analytical thinking skills to provide a high level of service to customers across different vertical markets. In this role, success will be evaluated by building solid relations with external customers and internal teams.
Responsibilities/Tasks
- Customer & Product Support
- Troubleshoot logistic, product and procedural issues
- Act as a customer advocate to ensure timely delivery and engage in customer complaint process
- Complaint handling
- Actively participate with Client Services team to improve processes and efficiency utilizing ACE tools
- Add value to internal and external customers
- Order Support
- Purchase Order/Contract review; order qualification; post sales follow up; customer and program engagement; coordination with Sales, Professional Services and Supply Chain departments
- Phone support – field inbound calls regarding customer inquiries and orders
- Collaborate with Supply Chain/Inventory, Programming, Shipping, and Finance departments to ensure on time deliveries and consistent customer communication
- Proactive Outbound Follow Up Communication for new customer after they placed their first order
- Lead qualification and follow up with Sales
- Quote Management
- Account Set Up & Management
- Customer Relationship Management & ERP database maintenance
- Coordinate with Sales and customer to enter appropriate account information
- Return Materials Authorization for post-sale services
- Complete projects with little supervision and/or direction
Requirements
- Bachelor’s degree in Business or related field
- Fluency in German and English is a must.
- Professional written and verbal English & German communication skills are required to clearly convey ideas, information, and concepts
- Experience with an ERP/CRM database and superior attention to detail to accurately input data and navigate a database are required
- Experience working with international customers
- Ability and desire to learn client base and industries
- Ability and desire to succeed in a cross-functional working environment required