Customer Care Representative
 Wurth Industry US | |
life insurance, paternal leave, paid time off, paid holidays, short term disability, long term disability, tuition reimbursement, 401(k)
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 United States, Kentucky, Louisville | |
 Jan 20, 2025 | |
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Description
Overview: The primary mission of this position is to provide an Extreme customer experience through assisting customers over the phone with all aspects of customer service to primarily include; order problem resolution, freight/shipping inquiries, lead time and order status updates. This position also acts as a primary back up to our inbound Customer Service Group providing customers with order entry support as well as answering product, website and existing order status questions. CORE RESPONSIBITLIES include the following and all other duties assigned: Assist customers with any problems pertaining to their orders. Process returns, helpdesks, log detailed customer/order comments as needed. Work closely with the various Warehouse QA Groups and Purchasing Department in resolving customer problems in a timely manner. Make follow-up calls to customers regarding order information such as ETA, tracking numbers, problem resolution, etc. Enter customer orders submitted by phone or mail. Enter and/or update customer information in computer system. Assist customers with product selection, pricing, samples, catalog request and non-stock items. Process all in-house inventory requests, associate orders and boot program orders. Also process Railserve Gift program returns. Field calls to technical, custom, credit, accounting, and sales to ensure quick and accurate service for the customer. Assist Customer Service Group with any issues they may encounter with orders as needed. Supply information to team leader and quality assurance with regard to customer feedback concerning satisfaction of service or products. Extensively cross-train to continually keep up to date on other department's procedures in order to direct the customers correctly and to provide exceptional customer service. Calculate freight quotes for vendor drop ship items and FOB items being shipped from Northern Safety. Process returns and freight claims on drop ship orders. Other duties may be assigned. ASSOCIATE RESPONSIBILITIES: Responsible for understanding, supporting, and living our core values. Expected to value Candor by being open, honest, and respectful when communicating. Ability to achieve individual and company goals through High Performance with passion, innovation, and commitment to continuous learning. Always have at the heart of everything Indispensable Service to your fellow associates, customers, our partners, and our community. We believe People are the foundation of our business and expectations include valuing the team, our diversity, taking pride in our character, and personal responsibility. EDUCATION/EXPERIENCE: High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience. Previous customer service experience performed at a high level along with the ability to multi-task in a fast-paced work environment necessary. OTHER SKILLS AND REQUIREMENTS: Excellent phone skills with good voice tone when talking with customers. Exhibit and maintain confidentiality with company related issues and materials. Must be able to handle difficult customer questions and situations. Must possess excellent interpersonal skills. Excellent verbal and written communication skills. Ability to be objective and open-minded when working with other associates, team leaders and managers. Ability to analyze situations and make sound, confident decisions. Needs to be highly organized and accurate with handling multiple tasks. Must have excellent researching abilities. Must keep an organized and tidy work station. Type proficiently 35-45 wpm. Ability to use personal computers and applicable computer software. Ability to navigate on the internet a plus. Able to work independently or within a team environment. Business professional attire required with good personal hygiene habits. QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. LANGUAGE SKILLS: Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures. Ability to effectively communicate and present information and respond to questions from managers, team leaders, customers, vendors, and other associates. MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate and percent. Ability to calculate figures and amounts; such as discounts and percentages. REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. PHYSICAL DEMANDS : The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is continuously required to sit for four hours at a time; talk; hear; bend wrist left/right and up/down. The associate is frequently required to use hands and fingers to feel and grasp. The associate must occasionally push/pull their chair; twist while sitting in their chair; walk; stand; lift and carry less than 10 lbs up to 25 lbs; reach above/at/below shoulder; turn hand palm side up. Specific vision abilities required by this job include close vision, and ability to adjust focus. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The associate works inside under artificial lighting and in normal temperatures. The noise level in the work environment is constant. Fixed Pay Rate: $18.00 Pay is based on several factors which vary based on position. These include labor markets and, in some instances, may include education, skills, work experience and certifications. You may also be eligible to participate in an annual incentive bonus. An incentive bonus, if any, depends on various factors such as organizational performance. The Wurth Difference:
Why Wurth:
FIND OUT MORE ABOUT OUR COMPANY CULTURE:
EEOC STATEMENT: The Wurth Industry North America group of companies are Equal Opportunity Employers and do not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, genetic trait or predisposition, carrier status, citizenship, veteran or military status, and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. Wurth will consider qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws. | |