Customer Care Specialist

$31,200 - $45,094/Yr

Amerock Corporation - Huntersville, NC

Full-time - Entry Level

Hybrid - Huntersville, NC

1,001-5,000 employees

Fabricated Metal Product Manufacturing

About the position

The Customer Care Specialist at Amerock, LLC is responsible for providing exceptional customer service and support through various communication channels. This role involves managing customer accounts, resolving post-order issues, and ensuring customer satisfaction by proactively addressing concerns and maintaining strong relationships with internal teams and customers. The position is hybrid, based in Huntersville, NC, and emphasizes the importance of time management and creative problem-solving skills.

Responsibilities

• Understand Amerock's channels and our omnichannel strategy.
• Uphold outstanding customer relationship standards through call quality, problem solving, and ownership over customer issues.
• Manage customer account order management, report preparation, and sales/supply chain support functions for assigned accounts.
• Provide support to customers with post-order issues such as returns, replacements, refunds, and delivery status inquiries.
• Resolve customer concerns and follow through on all commitments made to customers.
• Proactively communicate potential service issues to customers and internal personnel.
• Identify trends or inefficiencies and collaborate with internal teams to develop process changes for exceptional customer experiences.
• Operate with understanding, active listening, patience, empathy, and kindness to customers and team members.
• Manage the order management life cycle for assigned Key Accounts and Channels.
• Maintain and manage backlogs, orders on hold, and follow up to clear pricing/cross-reference issues.
• Build trusting relationships with the inside & outside sales team and internal support channels.
• Maintain first level troubleshooting of inbound/outbound EDI transactions.

Requirements

• 4-year college degree or equivalent combination of education/work experience.
• Willingness to learn and operate in a culture of feedback.
• Adept at multi-tasking and self-motivated with a strong drive to resolve issues quickly and effectively.
• Ability to navigate seamlessly between multiple client interactions and internal systems.
• Strong phone etiquette, verbal and written communication skills, and active listening abilities.
• Enjoys problem solving and thinking creatively.
• Process development and root-cause analysis skills.
• Good computer skills, preferably with SAP SD and EDI experience and MS Office (Excel, Word).
• Effective conflict management skills while maintaining professional composure.

Nice-to-haves

• Consumer Products Industry Experience

Benefits

• Dental insurance
• Employee assistance program
• Health insurance
• Opportunities for advancement
• Retirement plan
• Vision insurance