POSITION TITLE:    

Customer Care Representative

Level I, II, III

POSITION SUMMARY:

The Customer Care Representative is responsible for ensuring that communication between Safe-Way plant, SWD distribution centers, customer, and Sales managers are maintained in a courteous, friendly, accurate and prompt manner. Responsible for Processing orders with responsibility for order accuracy and productivity results. Receives and handles customer correspondence.          

ESSENTIAL JOB FUNCTIONS:

Level I

• Invoicing of all orders.
• Maintains a good rapport with Safe-Way customers and SWD distribution centers.
• Processes door section only orders within 24 hours.
• Processes door section only quotes within 24 hours.
• Processes requests for samples, brochures, and literature.
• Maintains basic product knowledge.
• Maintains activity goals.
• Provides support for the CSR II & III for all incoming calls when needed.
• Other duties may be assigned.

Level II

• Answers all incoming calls and emails.
• Maintains good rapport with SWD Customers and Distribution Centers.
• Processes door section only orders within 24 hours.
• Processes basic complete door orders within 24 hours.
• Processes door section only quotes within 24 hours.
• Process requests for samples, brochures, and literature.
• Calculate COD’s and freight charges.
• Prepares orders for invoicing.
• Invoicing as needed.
• Maintains a moderate level of product knowledge.
• Maintains activity goals.
• Other duties may be assigned.

Level III

• Answer all incoming calls and emails.
• Maintains a good rapport with SWD Customers and Distribution Centers.
• Processes door section only orders within 24 hours.
• Processes basic – complex complete door quotes within 24 hours.
• Processes requests for samples, brochures, and literature.
• Calculate COD’s and freight charges.
• Prepares orders for invoicing.
• Invoicing as needed.
• Maintains Master product knowledge.
• Provides simple technical product support.
• Resolves customer complaints, pricing, or quality.
• Communicates any complaints, changes in ship dates, correspondence from customers etc. to the appropriate departments.
• Maintains activity goals.
• Provides support for the CEM, SWD Distribution Center and Sales Manager.
• Other duties may be assigned.

QUALIFICATIONS:  

• Required:
  • High School Diploma or general education degree (GED).  
  • Two years Customer Service experience.
  • Excellent computer skills with at least 2 years’ experience with Microsoft Office products.
• Preferred:
  • Should have knowledge of Inventory and Manufacturing software; Order processing systems; Spreadsheet software and Word Processing software and Manufacturing Customer Service.

COMPETENCIES:

Customer Focus

• Builds customer confidence, is committed to increasing customer loyalty, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers.

Customer Service

• Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.

Dependability

• Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.

Quality

• Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.

Vision & Values

• Supports values and daily actions and decisions, communicates vision and values to others, generates enthusiasm, incorporates vision when planning.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to sit, talk, or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.

WORK ENVIRONMENT:

Work is performed in a fast-paced office setting with frequent interruptions. Duties may require sitting for long periods of time. The noise level in the work environment is usually low to moderate.

OTHER:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.