JOB TITLE: Customer Care Specialist

JOB SUMMARY

The Customer Care Specialist’s role is to serve as the first contact for customers. This position will log calls, provide initial dealer/customer support for a variety of questions, including, but not limited to pricing, design, product availability, order status, shipping status, and warranties.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Provide proactive and friendly service to our dealers and customers as the initial incoming phone contact.
• Provide support and answers to inquiries by demonstrating a high degree of professionalism and phone etiquette.
• Perform quoting and order entry into Company’s ERP system in timely fashion, ensuring systems and products align.
• Upon assignment, works with the dealers to develop a digital drawing layout of an area to be sent to the customer for their approval within the customer expected time frame.
• Works with Engineering team to determine the best way to represent any custom units to assure the design can be manufactured as shown.
• Understands the uses of Maverick standard materials and their limitations as well as the manufacturing processes used to produce products of their front-end design work.
• Efficiently monitor the service queue system to ensure that our top dealers and customers are receiving support in the time frame outlined.
• Actively participate in all customer service meetings and professionally represent the department in all cross-functional committees and task forces established to enhance work functions and procedures.
• Complete miscellaneous departmental reports and other administrative tasks.
• Perform other duties as needed or assigned by manager.
• Does all the above in a manner that meets company safety requirements.

QUALIFICATIONS

• 2 years’ experience in a customer driven environment.
• Previous experience using design software to produce drawings.
• Good reading, math, and analytical skills with excellent verbal and written communication skills.
• Excellent communication skills both verbal and written.
• Proficient in Microsoft applications including Outlook, Excel, PowerPoint, and Word.
• Must be process oriented and able to plan, organize and monitor work with minimal supervision.

PHYSICAL DEMANDS

• Work involves sitting, walking, talking, hearing, and using a variety of office equipment.
• Vision abilities require close vision assessments.
• Work involves lifting, pushing, pulling up to 25 pounds occasionally.
• Required to stoop, bend, kneel, and crouch occasionally.

REPORTING LINE

This position reports to the Customer Service Manager.