Customer Care Associate

Customer Care Associate

Contract

On site- Bedford, MA

Pay rate: $20-26

Must Haves:

2+ years of order entry/order administration experience or phone operations/call center customer service experience

Experience with a CRM ( Oracle or SAP preferred)

Microsoft Office

Ability to work with customers

Plus:

Manufacturing industry

Return experience

Job description:

The main function of this position is supporting our NA sales team by managing accounts and facilitating the customer returns process.

Primary Responsibilities

Respond to incoming inquiries from regional sales personnel and customers timely

Process Orders using Oracle R12

Process Returned Material Authorizations (RMA’s) using Oracle R12

Review product backlog with Operations and ensure regional team members and customers have current delivery information

Manage customer escalations working directly with Operations

Process standard and custom product quotations for repairs

Preparing RMA shipments in Order Review to ship to customers

Resolve customer billing discrepancies by working directly with Accounts Receivable

Maintain customer files with sales contracts and other information

Perform other additional sales support, order entry and customer service responsibilities

Processing credit memos for customer’s refund requests

Support new initiatives when new options are available to where it would appropriately support customer’s needs

Track shipment status of orders

Other duties as assigned or aligned with Customer Care role

Required Experience, Education, Skills and Competencies

3+ years of customer service experience

Must be proficient with Microsoft Office Software (Outlook, Excel, Word and PowerPoint)

Previous experience with Oracle R12 or SAP preferable

Excellent written and verbal communication skills - demonstrated ability of using tact and diplomacy

Strong organizational skills - a multitasker

A process oriented, detailed, methodical, investigator

Demonstrated ability of having a sense of urgency and getting back to customers in a timely fashion

Ability to work with minimal supervision