Customer Care Associate

Position Summary

The Customer Care Associate provides customer service support to internal and external customers. This role plays a critical role in the order management process, ensuring the timely processing of orders and realistic delivery dates are confirmed. The Customer Care Associate will develop long term relationships with assigned customers and key stakeholders.

This role will liaise between customers and cross functional internal teams to ensure the timely and successful delivery of orders according to customer needs. Primary Responsibilities / Essential Functions Receives and processes customer orders while screening information for accuracy and completeness within 24 hours of receiving.

Acknowledges customer orders within 48 hours. Works closely with Product Specification Specialist/ Process Engineering to review and improve customer specifications. Follow up, escalates risks and potential problems with customer orders and parts to the appropriate team members in manufacturing, process engineering, production planning, pre- production areas, etc.

Monitors customer orders throughout the manufacturing process, advising customers, sales and operations of any significant delays and provides alternatives to ensure customer expectations are fulfilled. Consistently applies pricing, and fees according to company policy to ensure high levels of service and revenue. Work closely with planning and manufacturing to determine realistic shipping dates.

Clearly communicate updated order acknowledgment to customer and updated internal systems as needed. Captures customer complaints and tracks in accordance with established practices and procedures. Coordinate internally to ensure timely specification reviews and other customer information requests. Work closely with Regional Sales Managers to coordinate internal information requests, technical information and quotes.

Identify and grow opportunities within the territory and collaborate with the sales team to ensure growth attainment. Consistently exceeds expectations with responsiveness and clear communications to all customers. Strong business acumen. Participates in the development of goals and objectives as well as policies and procedures; is a part of making recommendations for changes and improvements and participates in the implementation of existing standards, policies, and procedures.

Demonstrated ability in – interfacing with a diverse group of people and departments, analytical thinking, trouble shooting, exceptional communicator, problem solving, project management and prioritization. Ability to summarize data to be provided to Customer Service and Sales management. Proficient computer knowledge in Microsoft Office Suite.

Occasional travel as directed by management. Strong teaching and consulting skills. Skilled communicator with strong speaking and technical writing skills. Demonstrate and foster Oliver Core Values.