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Customer Service Specialist
Job
Truck-Lite© Co., Inc
Erie, PA (In Person)
Full-Time
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Job Description
About Truck-Lite At Truck-Lite Co., LLC, a Clarience Technologies company, we are driven by our
C.L.E.A.R.
Principles:
- Curiosity
- Look for a better way as a solutions-oriented problem solver
- Leadership
- Take ownership and be the catalyst of change
- Enthusiasm
- Be motivated and passionate about your work
- Accountability
- Deliver on commitments and act with integrity
- Respect
- Be present, listen, and engage with inclusive, open, honest, and direct communication Our customer service team embraces the SHIFT approach—focusing on delivering exceptional customer experiences.
- Respond to customer inquiries by phone, email, or other communication to provide nontechnical problem resolution.
- Resolve complex or unusual requests and problems that may require a customized response and communicate solutions or requested information to the customer.
- Analyzes a customer's needs and refers to other services or technical department for follow-up or additional information as needed.
- Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction.
- May be assigned to coordinate and resolve critical problems for customers.
- Uses a customer relationship application or database to record activities and research product issues/common problems that occur to design consistent solutions.
- Oversee Return Merchandise Authorization (RMA) process.
- Manage order board and work with planning to drive timely delivery of product to customer.
- Uses knowledge expertise of specific product(s) and service(s) to resolve problems, make process improvements, enhance resources, and increase effectiveness of the overall customer experience.
- Manage customer portals to obtain PO's, RMA information, order changes, debits, etc.
- Analyze and process debits and credit requests.
- Coordinate planning efforts to resolve customer issues and order problems to develop solutions.
- Process orders through email, EDI, Demand Scheduling, web, fax, and phone. Handle any rejections by contacting the customer directly and then processing through JDE.
- Analyze order maintenance opportunities based upon line fill and Customer needs, then take appropriate action for best results.
- Position requires compliance with the Technology Control Plan and the Federal Export and Control Policy established for the Corporate Qualifications
- Requires high school diploma or equivalent.
- Preferred 2-year college degree or higher.
- Previous customer service experience preferred.
- Excellent communicating and interpersonal skills are a must, must be self-motivated, good decision-making skills and the ability to adapt/change quickly.
- Working knowledge of Microsoft Office products Equal Opportunity & Accessibility Truck-Lite Co.