Customer Care Specialist
West Chicago, IL Customer Service
Description

The Customer Care Specialist establishes and cultivates strong relationships with customers, sales reps, and sales managers, leading to an outstanding customer experience. This individual will be accountable for providing a positive customer experience when dealing with the entire process of purchasing Norix furniture.


The ideal candidate must be a person who is well organized, self-motivated, and capable of handling complex details within the order process and the entire customer experience. The candidate must have excellent communication skills with a confident, calm demeanor under fire. This position is accountable for ensuring that customer feedback flows throughout the organization so we can improve the customer experience through innovative approaches.


Essential Job Functions:

· Provide an exceptional customer experience.

· Provide sales support and customer service support by answering phones, taking orders, tracking order status, expediting deliveries, and resolving customer issues.

· Become the expert on our product offering in order to make recommendations and advise the customer.

· Interact directly with customers via email, phone, and web chat.

· Manage customer returns and replacements (RMA). 

· Call customers to follow-up after an RMA or Delivery Issue. Document anything Norix could do better for the future (Record in Case Management)

· Follow up post-sale with customers to ensure and enhance customer experience and create brand and company loyalty.

· Route qualified opportunities to the appropriate sales reps for further development and action.

· Document customer interactions/requests in the ERP system per the appropriate job file.

Requirements

  

· Minimum of 5 years in a customer-oriented role.

· Must be proficient with ERP, CRM, and MS Office applications (Outlook, Excel, Word).

· Inside sales or sales experience is a plus.

· Customer Service certifications are a plus.


Job Information:

· Job Type: Regular, Full-time, Hourly

· Location: West Chicago, IL

· Hours: 8:00AM to 4:30PM

· Reports to: Customer Experience Manager