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Job Summary
The Customer Care Representative (CCR) is responsible for providing high-quality customer service and accurate order management while maintaining a strong commitment to continuous improvement. This role serves as the primary point of contact for customers, managing inquiries, orders, returns, and account issues in collaboration with internal teams such as Inventory Control, Marketing, Finance, and Technical Services. The CCR ensures customer satisfaction by accurately processing transactions, maintaining thorough records, and resolving issues promptly and professionally. Job Responsibilities
Function as the primary contact for customer service inquiries, ensuring timely and accurate communication.
Execute customer phone and email orders while maintaining a professional and service-oriented demeanor.
Enter standard orders into ERP/CRM systems, verifying all order details including payment terms, pricing, addresses, item numbers, PO numbers, ship dates, freight terms, and commission codes.
Process orders, RMAs, and credits for customer accounts while obtaining and maintaining all required documentation and approvals.
Review and manage open order reports daily, addressing issues such as backorders, credit holds, and shipping delays.
Provide updates to customers on order status, product availability, delivery schedules, and tracking information.
Coordinate with internal departments (Inventory Control, Marketing, Finance, Technical Services, and Warehouse) to ensure order accuracy and resolve customer issues.
Apply company and division policies and procedures to resolve customer problems effectively.
Escalate issues appropriately to management when necessary.
Manage incoming calls efficiently to maintain a high level of customer satisfaction and timely service.
Support and follow up with customers to ensure inquiries and issues are resolved completely.
Maintain detailed and organized records of customer interactions and account activities.
Contribute to ongoing improvement efforts as part of the company's Continuous Improvement Plan.
Perform other duties as assigned.
Job Requirements
High school diploma or equivalent required; associate degree preferred.
Two (2) to three (3) years of customer service experience required.
Proficiency with SAP and/or Salesforce required.
Strong organizational skills and attention to detail.
Ability to multi-task effectively and prioritize workload in a fast-paced environment.
Excellent verbal and written communication skills.
Proven problem-solving and decision-making ability.
Demonstrated initiative and motivation to achieve results.
Positive attitude with strong teamwork and collaboration skills.
Ability to maintain professionalism and composure under pressure.
Available to work flexible hours as needed.
Judgment and Decision-Making
This position requires the ability to handle multiple responsibilities simultaneously while maintaining a professional and knowledgeable demeanor. The CCR must exercise sound judgment in problem-solving, enforce company policies regarding pricing, shipments, and returns, and make timely decisions in alignment with established guidelines. Representatives are empowered to determine product return eligibility, issue credits, and select the most cost-effective or expedient shipment methods to meet customer needs. Professionalism, respect, and positive communication are essential in every customer interaction to ensure satisfaction and foster long-term business relationships. Education
Work Experience
Additional Job Details
Must be detail-oriented, reliable, and customer-focused.
Role may require flexible scheduling to meet customer and business demands.
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Equiliem
Oct 22, 2025