Position Summary: As a Customer Care Associate, your primary responsibility is to provide exceptional customer service and support to ensure customer satisfaction and loyalty across multiple Calibre Scientific UK brands. You will be the main point of contact for customers, addressing their inquiries, resolving issues, and ensuring a positive experience throughout their interaction with the company.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily (other duties may be assigned). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Build and maintain positive relationships with customers, striving to understand their needs and preferences to provide a personalized service which proactively addresses their needs and reduces potential issues to enhance customer satisfaction and loyalty.
· Answers incoming customer service telephone calls in a professional and efficient manner.
· Handle incoming customer inquiries via telephone and/or E Mail to provide appropriate and timely responses. Listen attentively to customer concerns, evaluating all appropriate information, troubleshooting problems, and providing accurate information to address concerns.
· Processing orders into the ERP system, ensuring accuracy in order details to facilitate smooth order fulfillment.
· Proactively update customers with shipping dates, anticipated delays and any additional information required by the customer.
· Prepare invoices and any other associated or requested documentation as required.
· Progress missing or delayed shipments, liaising with couriers as needed and keeping the customer updated.
· Ensure that all customer feedback is logged into the appropriate e-QMS system and acknowledged to the customer in a prompt and courteous manner.
· Process returns in a timely and efficient manner keeping customer informed throughout the process.
· Develop a deep understanding of the company’s products or services. Stay updated on product features, pricing, promotions and polices to provide accurate information and make appropriate recommendations to customers.
· Collaborate with and support cross functional teams, including sales, purchasing and technical support to resolve customer issues and contribute to the overall improvements of customer care processes.
Competencies: To perform the job successfully, an individual should demonstrate the following competencies:
Adaptability: Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation. Manages competing demands.
Communications: Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately.
Cooperation: Displays a positive outlook and pleasant manner. Establishes and maintains effective relations. Exhibits tact and consideration. Offers assistance and support to co-workers. Works actively to resolve conflicts. Works cooperatively in group situations.
Customer Service: Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
Dependability: Commits to doing the best job possible. Follows instructions, responds to management direction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.
Problem Solving: Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
Quality: Applies feedback to improve performance. Demonstrates accuracy and thoroughness. Displays commitment to excellence. Looks for ways to improve and promote quality. Monitors own work to ensure quality.
Quantity: Achieves established goals. Completes work in timely manner. Meets productivity standards. Strives to increase production. Works quickly.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: Degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience. Must have at least 2 years experience in a customer care, customer service or after care role.
Language Ability:
Read, analyze and interpret business, professional, technical or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers and the public. Working knowledge of/Fluency in the English language (spoken and written).
Mathematical Ability:
Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Compute rate, ratio and percent, and draw and interpret bar graphs.
Reasoning Ability:
Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Microsoft Office applications including word and excel and have experience using an ERP order processing system.
Experience of using SAP ByDesign preferred but not essential.
Certificates and Licenses: None
Supervisory Responsibilities: None
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
On site – Calibre Scientific, Unit 5A, R-Evolution@ The Advanced Manufacturing Park, Seldon Way,
Rotherham, South Yorkshire, S60 5XA, UK.
This role is predominantly office based, however, there may be occasions where the employee has to go into a warehouse or laboratory environment, on these occasions Health and Safety policy relating to the environment should be adhered to at all times.
The noise level in the work environment is usually moderate.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel, and reach with hands and arms. The employee is frequently required to stand and sit. The employee is occasionally required to walk and stoop, kneel, crouch or crawl.
The employee must occasionally lift and/or move up to 25 pounds.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.