Customer Care Specialist

Ferguson Enterprises - Huntersville, NC

Full-time - Entry Level

Hybrid - Huntersville, NC

Merchant Wholesalers, Durable Goods

About the position

The Customer Care Specialist at Amerock is responsible for managing customer interactions across various channels, ensuring high standards of customer service and satisfaction. This hybrid role requires a proactive approach to problem-solving and effective communication to address customer needs and support order management processes.

Responsibilities

• Understand Amerock's channels and our omnichannel strategy.
• Upholds outstanding customer relationship standards through call quality, problem solving, ownership over any customer issue, and going above & beyond to address all needs.
• Responsible for customer account order management, report preparation, and sales/supply chain support functions for assigned accounts.
• Provide support to customers seeking help with post-order issues such as returns, replacements, refunds, delivery status, back-order inquiries, and any other issues that may arise in the order fulfillment process.
• Resolve customer concerns including proper escalation channels.
• Follow through on all commitments made to customers and ensure correct and prompt processing of all requests asked of customer service.
• Proactively communicate potential service issues to customers and internal personnel.
• Identify trends or inefficiencies requiring collaboration with all internal teams to root cause issues and develop process changes to drive exceptional customer experiences.
• Operate with understanding, active listening, patience, empathy and kindness to customers and Team Members alike.
• Manage the order management life cycle for any assigned Key Accounts and Channels.
• Maintain and manage backlogs, orders on hold and follow up to clear pricing/cross reference issues as quickly as possible.
• Build a trusting relationship with the inside & outside sales team, along with internal support channels.
• Maintain first level troubleshooting of inbound/outbound EDI transactions for purchase orders, order acknowledgements, advance shipping notifications (ASNs).

Requirements

• 4-year college degree or equivalent combination of education/work experience.
• Operate with a willingness to learn and share feedback in a culture of being open-minded to grow.
• Adept at multi-tasking, self-motivated with a strong drive to resolve issues quickly and effectively and work well within a team atmosphere.
• Ability to navigate seamlessly between multiple client interactions and internal systems while working toward clearly defined customer service goals.
• Strong phone etiquette, verbal and written communication, active listening, and professional business skill sets.
• Enjoys problem solving, thinking creatively and trying new things.
• Process development & root-cause analysis skill set; ability to keep work flowing while minimizing problems and delays.
• Good computer skills: SAP SD and EDI experience preferred and MS Office (Excel, Word).
• Effective conflict management skills while keeping professional composure.
• Consumer Products Industry Experience a plus.

Nice-to-haves

• SAP SD and EDI experience preferred.
• Consumer Products Industry Experience a plus.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Retirement savings with company match
• Paid leave (vacation, sick, personal, holiday, and parental)
• Employee assistance programs
• Associate discounts
• Community involvement opportunities