Customer Care Advocate

EE Schenck Company continues to build its customer care team and is looking for a candidate who is driven to provide great customer service as well as offer sales support through their knowledge of fabric and notions. As a key member of our front-line customer care team, you will resolve issues and field questions from customers, extend sales support to outside sales representatives, play a large part in the will-call order process and make product recommendations throughout the support cycle. While often on the phone or answering emails, this is not a typical call center role as this position will require support with our will-call orders . This position is hands-on and in-person (100% on-site) Monday through Friday, 7:30 am – 4:30 pm.

Job duties of this position:

Follow up on all customer and Sales Representative inquiries through phone or email within a specified time frame.
Resolve issues by clarifying the complaint, determining the cause of the problem, selecting and explaining the best solution to resolve the issue, expediting correction or adjustment and follow up if needed to ensure resolution.
Attract potential customers by answering product related questions and offer suggestions and recommendations for related items to increase add on sales.
Assist in new account set up by collecting necessary documentation to provide Sales Representatives and/or send to Credit Department.
Assist with will-call order process, including pulling orders and interacting with customers at pick up.
Follow procedures for will call customers from initial stages of product allocation and customer communication to actual pickup and/or shipment of orders.
Generate account Open Order and Shipped Order Reports to help customers manage inventory status.
Maintain customer records and update account information through daily use of ERP system Acumatica.
Collaborate with coworkers and contribute to team efforts by accomplishing assigned tasks as needed.

Qualifications and Skills

Proven customer support experience or experience as a client service representative.
Customer orientation and ability to adapt/respond to different types of personalities.
Excellent communication and presentation skills on phone and in person
Ability to multi-task, prioritize, and manage time effectively.
Experience in Outlook, Word and Excel a must.
Experience with Acumatica or other ERP system preferred.

Why EE Schenck? EE Schenck has been in business since 1921 and continues to grow. We’re a smaller company with under 100 employees, which means that you’re more than a face. In addition, we offer a regular workweek schedule with occasional overtime. A range of benefits is offered for you and your family – medical plan options, two dental plans, vision, flexible spending account, etc. We also offer 8 ½ paid holidays, 16 days of Paid Time Off in your first year, a floating birthday holiday and paid parental leave.

How to apply:

Prepare a resume with a cover letter in word or PDF format to upload.
Click here to complete our application.
Once you complete the application, including your resume and cover letter, click submit and your information will be routed to our hiring manager.