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Customer Service Specialist in Charlotte, NC at AccruePartners

Date Posted: 6/23/2018

Job Snapshot

Job Description

THE TEAM YOU WILL BE JOINING:

  • Global manufacturer of specialty products used in electronics, automotive manufacturing, and building supply
  • $1.4 billion with 3900 employees worldwide
  • Strong R&D initiative with 70 new patents yearly, 50% innovation rate, and 220 employees focused on R&D
  • Verticals include: automotive, appliances, print & web, electronics, industrial & building supply

WHAT THEY OFFER YOU:

  • Excellent leadership committed to developing talent
  • Encourages cross-functional assignments and international exposure
  • Ability to wear multiple-hats
  • Financially stable with competitive benefits and salary – 401K & Profit-sharing plan

WHY THIS ROLE IS IMPORTANT:

  • Verifies the accuracy of the customer’s orders and makes and communicates any corrections deemed necessary to ensure all orders are accepted and entered correctly.
  • Answers customer inquiries relating to order status, shipping/delivery dates, pro number, carrier and any additional questions that may arise. Refers customers to the proper technical resource within the automotive group for customer inquiries or concerns.
  • Uses CRM and other company portal systems to enter customer data, request data and provide information as needed.
  • Participates in individual and team trainings and meetings to ensure knowledge is up-to-date.
  • 24 hour contact is a job requirement as the main contact, backup or rotation basis.
  • Maintains confidentiality of the organization’s customers and data.
  • Utilizes all automotive customer systems / portals for customer requirements adherence and fulfilment. Act as customer portal administrator (if required), monitor customer QC and complaint portals (if required). Retrieve Customer Scorecards from customer portals, monitor and proactively suggest enhancements and changes that will positively affect the service level that the customer is receiving in addition to implementing improvements for compliance with customer requirements.

THE BACKGROUND THAT FITS:

  • Associates degree or at least 4 years of prior customer service experience preferably in a call-center environment.
  • Prior automotive customer service a plus.
  • Excellent CRT skills: AS400, SAP, customer portal material management systems and EDI preferred.
  • Excellent PC skills to include word processing and spreadsheet capabilities.
  • Prior experience with a customer data management system.
  • Ability to communicate verbally and in written form.
  • Spanish speaking a plus.
  • Able to work non-standard hours that may fluctuate depending on customer requirements.
  • Excellent phone skills and ability to work in a fast paced environment.
  • Some travel may be required from time to time to visit customers, training and participate in team meetings or events.