Senior Customer Care Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Foster a productive and professional working atmosphere.

• Lead and mentor customer care representatives to deliver friendly, helpful, enthusiastic, and professional service.

• Train, supervise, coach, and develop both new and existing customer care teams on contact skills, policies, and procedures.

• Provide daily guidance and communication to ensure customer care calls are handled and orders processed in a timely, efficient, and knowledgeable manner.

• Address customer and sales representative inquiries using discretion and sound judgment.

• De-escalate challenging situations with upset customers and resolve issues swiftly.

• Maintain professional relationships with internal and external departments to ensure order completion.

• Receive, process, input, and monitor web-based, email, EDI, and faxed orders from receipt to invoicing.

• Answer questions regarding order status, pricing, shipping updates, PODs, and invoicing.

• Communicate with customers or sales representatives to provide problem resolutions or alternative solutions.

• Observe customer order patterns and service levels, implementing enhancements as necessary.

• Initiate CIO/TIC requests and return authorizations.

• Prepare preliminary documentation for special production orders when applicable.

• Assist in resolving customer deductions.

• Undertake special projects assigned by the Department Supervisor or Manager.

⛳️ Requirements

• High School Diploma required; a four-year college degree is preferred.

• A minimum of five years of prior customer care or related experience.

• Exceptional written, verbal, and interpersonal communication skills.

• Strong skills in time management, organization, decision-making, and analysis.

• Ability to work independently as well as collaboratively within a team.

• Proficiency in Microsoft Office applications and presentation tools.

• Typing speed of 50–60 words per minute.

• Familiarity with basic office equipment.

• Advanced understanding of systems pertinent to Customer Care, Sales, Pricing, Operations, Scheduling, Shipping, Manufacturing, and Credit.

• Capability to work from home with high-speed internet and cell phone service.

• Maintain a suitable work environment within the employee’s home.

• Regular connectivity via phone, email, and instant messaging during designated work hours.

🏝️ Benefits

• Medical, dental, and vision plans.

• Flexible time off, beginning with 80 hours of paid time per year for full-time salaried employees.

• Company-paid holidays starting at 8 days per year, varying by location.

• Wellbeing program and Employee Assistance Program.

• Health Savings Account/Flexible Spending Account.

• Life insurance, AD&D, short-term and long-term disability, and voluntary benefits.

• Paid Parental Leave.

• Retirement Savings Plan with company match.

• Tuition Reimbursement (subject to approval).

• Discretionary annual bonus program (initial eligibility based on hire date).

• Ability to work from home.