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Sr. Customer Care Professional

Cadillac, MI


Posted on October 19, 2018

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About Sr. Customer Care Professional

Job Title:  Sr. Customer Care Professional
Location:  CAD
Department:  Customer Experience Department
Reports To:  Customer Experience Manager / Delivery Value Stream Leader
Purpose of Position:
Manage customer orders, concerns, and inquiries to provide superior service to our customers, thereby supporting business revenue goals and contributing to the long term growth of Avon Protection Systems
Key Responsibilities:
•    Provide single point of accessdata collection for all customer interactions from initial order placement through the end of the customer journey.
•    Responsible for all aspects of order processing in sales order systems for US and International orders received via email, fax, and telephone.
•    Responsible for review of received orders to ensure accuracy and component compatibility.
•    Primary Responsible Individual for coordinatingtracking the prompt resolution of all customer concerns received through customer service email or phone contact.
•    Process and manage T&E requests in conjunction with T&E and DVS teams.
•    Process quotes, orders and returns
•    Resolve technical concerns utilizing personal product knowledge, technical materials, and leveraging Avon internal relationships.  Elevating concerns as necessary.
•    Assess customer requirements and provide basic product and technical assistance for order placement by utilizing catalogs, price lists and sales aids.
•    Resolve order issues as needed by working independently and with Sales, Manufacturing and Customer Service Manager.
•    Maintain daily sales order logs and reports, and provide to management.
•    In conjunction with CEM Manager, develop and implement a proceduralized follow-up system for all customer interactions.
•    Aid in recall and field service activities by compiling accurate affected products list and tracking completed work.
•    Respond quickly and professionally to customer inquiries and concerns utilizing hospitality, active listening, and coflict managementdescalation skills.
•    This position will likely require non-standard working hours as necessitated by coverage of all business days and buciness hours in the Continental U.S.
Background & Skill
•    3 – 5 years of applicable job experience required
•    College degree preferred
•    Excellent written and oral communication skills required
•    Must have experience demonstrating judgment, tact and diplomacy in dealing with internal and external customers
•    Must be a self-starter and have the ability to solve problems and make decisions
•    Must be detail oriented and demonstrated accuracy
•    Must have strong organizational skills and be able to multi-task
•    Must be able to work in a fast-paced environment
•    Fluent in Spanish, Portuguese and/ or Canadian French preferred
•    Experience working in an industry supporting Military, law enforcement or fire-fighting preferred
•    Internal sales experience preferred

Job at a Glance

About Avon Protection Systems

How to Apply