Customer Care Specialist Position Available In Ocean, New Jersey

Description This is a customer support role in the ecommerce department. Primary responsibilities will be to support the sales order process. Primary method of communication is through email

• assisting customers with orders and how to navigate the company website to order their products Answer emails from clients offering product knowledge, item numbers, tracking numbers Billing/invoicing procedures Tracking shipments Inventory tracking and price quoting As a Consumer Care specialist your role is integral to create a premium consumer care experience to our consumers.

Your role as well entails actively participating in the operational excellence initiatives with purpose to drive efficiency, ensure service quality and continuity of operations.

• Handle incoming consumer inquiries via different communication channels (emails, phones, chats etc.) in a timely manner. When necessary proceed with outbound contacts to follow-up on open consumer inquiry with objective to find best possible solution.
• Identify consumer needs, research issues, resolve complaints, and provide solutions. Ensure consumer satisfaction and provide professional consumer support.
• Maintain ownership of consumer contacts throughout the lifecycle of a request, including follow-ups with escalation team.
• Meet daily qualitative and quantitative targets, achieve all objectives for service, productivity, and quality
• Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate.
• Create and maintain record of every consumer contacts and remedial actions taken, using provided tools / case management system Skills ERP system, Salesforce CRM, Customer service, Microsoft office, data entry, clerical, customer support, CSR, outlook, sales, customer service call center Additional Skills & Qualifications
• 2-3 years of back office experience in a customer support role
• Prior exp with an ERP system highly preferred
• Exp with claims or warranty or ecommerce is a plus
• Microsoft skills
• Strong communication skills
• Administrative and data entry