Position Overview:The Customer Care Specialist serves as a key liaison between Sales, Quality, and customers, ensuring that customer issues and requests, including Return Merchandise Authorizations (RMAs), receive prompt and effective attention. The technician gathers and relays vital information to facilitate resolution, prepares customer credits, and enhances overall customer satisfaction.Essential Job Functions:
- Collaborate closely with Sales representatives to receive and address customer complaints promptly and effectively.
- Create and issue RMAs to customers, ensuring all necessary information is collected for root cause analysis and evaluation.
- Enter customer complaints into the nonconformance database for tracking and resolution purposes.
- Assist the Quality team in conducting root cause analyses to identify underlying issues and implement corrective actions.
- Prepare and issue customer credits as required, ensuring a smooth process for customer convenience.
- Facilitate repairs for Woodhead products on behalf of customers, coordinating with relevant departments as necessary.
- Maintain strong interpersonal communication through email and telephone, ensuring professionalism and cordiality.
- Utilize intermediate ERP systems to manage part numbers, locations, and traceability queries efficiently.
- Conduct internet research to gather relevant information as needed for customer inquiries and issue resolutions.
- Skillfully defuse situations with upset customers, making them feel valued and important to the company.
Qualifications:
- High school diploma or equivalent
- Customer service or quality experience preferred
- Strong interpersonal skills
- Strong verbal and written communication skills
- Intermediate proficiency in ERP systems, particularly related to part number tracking and inventory management.
- Proficient in Microsoft Office Suite, with the ability to create and manage documents, spreadsheets, and presentations.
- Excellent problem-solving abilities and a proactive approach to customer issues.
- Ability to interpret technical drawings and specifications.
- Experience in managing customer complaints with a focus on resolution and satisfaction.
- Strong problem-solving skills to address customer concerns effectively.
- Strong typing skills, with a talent for crafting professional emails and communications.
Physical Requirements:
- Ability to lift items up to 50 pounds
- Ability to alternate sitting, standing and walking to 8 hours per day
Working Conditions:
- Standard office environment. Regular exposure to warehouse environment with moderate noise from power industrial trucks.
Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as required to meet the ongoing needs of the organization.