Customer Care Associate

Essendant Greenville, IL
Major Responsibilities

§ Supports small and medium sized customer inquiries received by phone, email or fax that include answering questions about product information/pricing, order status, price/quantity deviations, etc.

§ Expedites customer requests.

§ Serves as liaison to internal and external service providers to facilitate resolutions on behalf of the customer.

§ Offers suggestions for replacement items when an item is out of stock in the warehouse.

§ Upsells products to compliment items ordered by customer.

§ Seeks ways to contribute to the company's overall success.

§ Processes credit card charges, credits & debits within 48 hours.

§ Manages and maintains customer credit card account detail in CyberSource as well as updating notes in required CS tools.

§ Maintains current and accurate knowledge of system, product, vendor, and company procedures, policies and to support professional growth.

§ Understands and demonstrates Company Core Values.

§ Seeks ways to contribute to the company's overall success.

§ Performs other duties as assigned.

Skills/Knowledge Required

§ Strong customer service skills.

§ Strong oral and written communication skills.

§ Professionalism with the ability to balance urgency and decisiveness with customer service relationship skills and attention to detail.

§ Strong time management and organizational skills, including ability to manage and prioritize multiple tasks.

§ Ability to acquire information from customers to drive solutions and meet customer needs.

§ Strong follow up skills to ensure timely resolution in meeting customer needs.

§ Ability to learn and navigate Company tools and resources as required by role.

Similar jobs you might like