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Suwanee

    Customer Care Associate - Suwanee, United States - Essendant

    Essendant
    Essendant Suwanee, United States

    3 days ago

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    Description

    ** Customer Care Associate (1015am-7pm) CPO**

    **Job Category****:** Ind Contributor-NonExempt **Requisition Number****:** CUSTO012333 Showing 1 location **Job Details**

    **Description**

    **Major Responsibilities:**

    Expedites customer requests.

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

    Handles inbound care calls and emails.

    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.

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

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

    Performs other duties as assigned.

    Within designated guidelines, resolves product or service problems by clarifying the complaint, determining the cause of the problem, offering alternatives and solutions to the problem, expediting correction or adjustment, and following up to ensure resolution.

    Communicates effectively orally and in writing with internal and external customers, following proper telephone and email etiquettes. Meets individual quality rating goal of 80% or higher.

    Contributes to the team effort by answering CSRs questions, mentoring new hires, assisting with the workload when a CSR is out of the office and participating in team projects. Demonstrates the ability to prioritize the workload and multi task.

    Is a leader among customer care team and assists with training new associates; is the go-to person within the department based on knowledge of products and skillset.

    Follows standardized work procedures, departmental processes and Company guidelines, making suggestions to improve efficiency.

    Maintains attendance at or above designated standards, is available to answer customer calls at assigned start time and works overtime when necessary.

    Observes and enforces all Company rules and safety practices.

    Within the individuals knowledge, skill and/or ability, performs such other duties as shall be required by members of the management team.

    Understands and demonstrates Companys Core Values.

    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.

    **Education and Experience:**

    High School Diploma or GED required.

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Experience**

    **Licenses & Certifications**

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)

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