Location: Memphis,TN, USA
**Sales Customer Care Specialist**
**Department:** Sales-SALES SUPPORT **Location:** Memphis, TN
**SUMMARY** The Sales Customer Care Specialist is responsible for managing the day-to-day transactions for Highline Warren across various customer segments. In addition to transactions and processing, this person will be responsible for customer support, resolving chargebacks and infractions, communicating with the DC/Plant operations, and assisting the Highline Warren Sales department to identify customer pain points and opportunities relative to our product offerings and services. **ESSENTIAL FUNCTIONS**
To Perform this job successfully, and individual must be able to perform each essential function.
* Enter orders received through phone, email, fax, or uploaded by customers or outside sales in a timely manner.
* Effectively communicate best projected shipment dates to customers to help manage expectations.
* Be aware of the latest lead times internally for both manufactured and distributed products.
* Manage retail customers portals to send order acknowledgments, advance shipping notices (ASNs), invoices, retrieve transportation status/updates, create labels, and to dispute chargebacks.
* Works independently and with the warehouse and transportation staff to ensure customer service has what is needed to schedule/route orders such as BOLs pick slips.
* Research and document customer deduction claims according to credit / customer service processes.
* Bring all consumer / customer quality inquiries immediately into Highline Warren quality processes.
* Understand what Sales team member is responsible for accounts your working on.
* Keep up with product informational updates announced on Commercial SharePoint site.
* Process requested reports, customer inquiries, returns as well as other requests.
* Provide troubleshooting assistance for customer orders, product questions, and relevant problems.
* Monitor customers adherence to published Commercial Terms to help the company minimize freight costs or any other applicable expenses.
* Make outgoing calls to remind customers of or truck schedule to solicit orders where applicable.
* Contribute to the building of standard operational procedures around customer specific processes.
* Recommend process improvements to help Highline Warren improve overall service to customers.
* Become proficient in Highline Warren ERP system required to support designated customer responsibility.
* Identify and contribute to continuous improvement efforts to reduce costs or increase productivity without reducing effectiveness.
* Maintain an open and candid working relationship with immediate supervisor/manager in discussing matters of importance.
* Adhere to established company values, practices, policies, and procedures at all times. Follow and support compliance with all applicable safety rules, laws, regulations, and standards.
* Demonstrate regular and punctual attendance at the assigned work location.
* Attend and participate in internal sales meetings as requested.
**MARGINAL FUNCTIONS**
The individual may be asked to perform other duties as requested.
**REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES**
An individual qualified for this job must be able to:
* Demonstrate strong organizational and project management skills with the ability to multi-task in a fast-paced environment with an eye for detail.
* Demonstrate excellent customer service skills with ability to interact with both internal and external customers in a professional manner with customer-friendly focus and attention to detail in resolving issues.
* Effectively and professionally communicate in person, by phone, and email with co-workers, team members, and internal or external customers, in a professional manner.
* Effectively manage projects and meet deadlines from origin through execution.
* Demonstrate computer proficiency with Microsoft Office, excellent Word, PowerPoint, Excel skills.
* Managing eCommerce (Retailer Web Portals).
* Understand written instruction and complete appropriate documentation as directed.
* Use a logical approach to troubleshooting issues and prioritizing production needs.
* Recognize problems when they occur and to work toward the solution of those problems.
* Pay attention to details and pursue quality in accomplishing work duties and tasks. Look for opportunities to reduce costs or increase productivity without reducing effectiveness.
* Handle challenges skillfully, thoroughly, and effectively.
* Effectively and professionally communicate with co-workers, team members, and internal or external customers. Present information clearly and accurately.
* Independently take advantage of opportunities to improve or increase skills, abilities, and job knowledge.
* Make sure that work is delivered on time and of high quality.
* Develop good work practices in order to get the job done.
* Use equipment, resources, and time in an efficient and effective manner.
* Use good judgment when making decisions.
* Perform work in a safe manner at all times.
* Work in a cooperative manner with management, co-workers, internal/external customers, and vendors
**MINIMUM EXPERIENCE, EDUCATION, AND CERTIFICATIONS**
* Bachelors degree preferred; HS diploma required.
* 5 years in Customer Service experience.
* Chargeback Analysis and Item Onboarding experience preferred.
**PHYSICAL DEMANDS OF ESSENTIAL FUNCTIONS**
The physical demands described here are representative of those that must be met by an individual to successfully perform the Essential Functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* This is a desk-based job and will require the individual to remain seated for long periods of time and have the manual dexterity to operate standard office equipment such as computer keyboard, mouse, calculator, phone, copier/scanner, and similar machines.
**ENVIROMENTAL CONDITIONS**
The environmental conditions described here are representative of those the associate encounters while performing the Essential Functions of the job.
* The individual will work in an office setting in the same room as other individuals. Noise levels are average for an office and include conversation and/or office equipment noise.
**ADA/ADAAA**
The Company will make reasonable accommodations in compliance with the Americans with Disabilities Act and Amendments.