Customer Care Coordinator - Military veterans preferred

Customer Care Coordinator
Customer Service
Vernon Hills,Illinois
Full-Time/Regular

Responsible for all aspects of order fulfillment from order entry to billing, in addition to providing support to MEAU customers and other MEAU personnel. Ensures delivery of excellent customer service through fast and accurate processing of cases, quotes, customer orders, returns, and repairs; timely, professional communication; and efficient resolution of customer inquiries and issues. First point of customer contact for general inquiries on list price, product availability, order tracking, repair status. Present and sell Value Added Services to eligible customers.

POSITION DUTIES AND RESPONSIBILITIES
Timely and accurate processing of sales orders in accordance with sales agreements, proposals, and inventory programs.
Receive, review, and enter incoming customer purchase orders, return requests, credits, and debits in an accurate and timely manner.
Verify and make corrections as necessary to order to ensure accurate information to order specifications.
Review international customer orders and repairs to ensure compliance with the required export regulations and MEAU policies and procedures.
Manage and monitor orders and repairs in the business system through entire order cycle; expediting delivery with Purchase/Planning/Repair as required.
Allocate material as required and release delivery requests for products.
Monitor shipping status of orders and repairs, providing up-to-date information to customers
Builds and maintains strong business relationships and customer loyalty by gaining trust through prompt follow up and accurate service.
Maintain ongoing customer relationships through clear, concise, and accurate correspondence
Work closely with Sales/Global Industry Solutions to ensure customer freight forwarding, shipment handling, and documentation is managed completely and within guidelines
Maintain comprehensive follow up to ensure customer satisfaction and provide accurate and summarizing notes in system of record
Must accurately collect and process information for inquiries, quotes, orders, repairs, billings, and returns.
Answer customer phone calls & emails (direct and in queue) for stock verification, repair status, software requests and any other issues as needed.
Maintain customer profiles and sales order electronic files
Follow up on Return Product Authorizations
Present and Sell Value Added Services to customers to meet individual and department goals
Create ship to accounts and obtain proper paperwork to set up an account for business (credit application, LOA, etc.)
Work effectively with internal departments (sales, marketing, credit, repair, service, logistics) to facilitate accurate account handling and to resolve customer issues
Participate in setting goals for department and monitoring own performance against goals
Participate in departmental improvement efforts focused on customer satisfaction
Report generation and analysis
Provide back up to other Customer Care Coordinators as needed with the ability to cover most job functions within Customer Care as business needs fluctuate.

Supervisory / Managerial Responsibilities
None

Travel Requirements
Minimal: Less than 10% for visits to regional offices, distributors or customers.

ESSENTIAL EDUCATION, SKILLS AND EXPERIENCE
High School diploma or equivalent work experience
Proven problem solving, decision making and customer relationship management skills.
Accurate computer skills; Microsoft Office, Outlook e-mail, Excel
Customer focused “can do” attitude with strong interpersonal skills and professional, upbeat, phone "presence."
Team focused and adaptable to changes in workplace.
Good time management

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