The Customer Care Specialist is responsible for managing and expediting the day-to-day requests and issues that customers may have regarding orders, asset maintenance, immediate need of product and any other support tasks. This position provides exceptional support to our customers regarding delivery issues, special projects, routing requests, inventory issues, orders, recommending products, and more. The Customer Care Specialist makes complex decisions in managing projects, manages accounts, follows up, and facilitates effective communication between departments. The goal of a Customer Care Specialist is to proactively assist and advocate for our customers while driving sales for the business. Each Specialist plays a vital role in accomplishing the daily and long-term goals of the Customer Care team.
Essential Duties and Responsibilities
- Maintain excellent customer service with both external and internal customers.
- Ability to remain positive, empathetic, and professional during times of customer stress.
- Maintain composure under pressure and proactively handle customer and internal issues/problems with minimal supervision.
- Answer a high volume of incoming calls and make outgoing calls regarding all aspects of orders and deliveries.
- Take initiative to upsell product and be able to make recommendations to customers.
- Follows through on all requests/orders to ensure accuracy and timely delivery.
- Handle complaints, confidently provide appropriate solutions and alternatives and maintain consistent and timely follow up with customers.
- Take initiative in multi-department communication and coordination, providing additional information to the routing, accounting and sales departments regarding deliveries and orders.
- Compile reports and troubleshoot quantity discrepancies between stock and records.
- Maintain records of customer interactions, inquiries, comments, and complaints as necessary.
- Maintain strict confidentiality of sensitive financial and customer information.
- Perform general office duties including handling mail, filing, photocopying, faxing, and maintaining files and records.
- Ability to be proactive and anticipate the needs of the other associates.
- Ability to work independently and take responsibility for accounts.
- Ability to multitask work while taking high volume inbound calls and making high volume outbound calls daily.
- Additional duties as assigned.
Education and Experience
- High school diploma or equivalent required.
- Associate degree preferred.
- Minimum 3-5yrs call center experience preferred.
- Account Management preferred.
- Experience in a corporate setting desirable.
- Sales experience preferred.
- Excell and computer experience required.
Skills/Qualifications
- A good understanding of basic computer skills and the ability to learn how to use proprietary software. Proficient in MS Office Programs: Excel, Outlook and Word.
- Proven data entry and phone skills are required.
- Ability to think logically to provide answers to customer questions as well as resolutions for various issues that may arise.
- Strong multi-tasking, follow-through, and organizational skills with the ability to pay close attention to detail.
- Strong professional and proven written, verbal, and interpersonal communication skills.
- Must be able to work effectively and clearly one-on-one and in groups; must be a quick, concise writer, able to write in a direct, effective manner.
- Knowledge and experience in Distribution and/or in the Ice Cream/Food industry a plus.
- Ability to interact confidently and proactively with all levels and departments within the company, including coordinating with field personnel.
- Ability to address customers calmly when they are stressed or upset as well as be assertive when needed.
Training Required
- Self-directed and on-the-job training
Working Environment:
- Internal office work environment (cubical)
- Extensive verbal and computer work
Physical Demands
- Routinely required to sit, walk, talk, see, hear, and move about the office facilities.
- Routinely required to keyboard and manipulate small and large objects.
Salary:
Compensation for this position will be determined based on experience, education, and other relevant factors.
Equal Opportunity Employer:
New England Ice Cream Corporation is committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic. We welcome disabled applicants to request any reasonable accommodations necessary to facilitate their application process.
