Customer Care Representative
Position Overview
The Customer Care Representative serves as the primary point of contact for customers and vendors, providing professional support through phone and email communication. This role is responsible for order entry, order tracking, issue resolution, customer account maintenance, and supporting overall customer satisfaction while collaborating across departments in a fast-paced environment.
The ideal candidate will have strong customer service experience, excellent communication skills, ERP/CRM system experience, and the ability to manage multiple priorities with a high level of accuracy and professionalism.
Key Responsibilities
- Communicate professionally with customers and vendors via phone and email
- Answer incoming customer calls in a professional and timely manner
- Accurately and efficiently enter customer orders into the system
- Coordinate with customers and Sales regarding:
- Pricing discrepancies
- Shipping updates
- Order delays
- Create RMAs and complete Bills of Lading (BOLs) for returns
- Maintain and update customer account information and databases
- Build and maintain strong customer relationships through effective communication and support
- Promote a collaborative and team-oriented work environment across departments
- Manage EDI processes, including editing and maintaining customer orders
- Work closely with Credit teams regarding:
- Credit holds
- Account releases
- Shipment restrictions
- Communicate credit-related order issues to Sales teams and customers
- Manage customer portals by:
- Pulling purchase orders
- Entering shipping notifications
- Processing invoicing
Required Qualifications
- High School Diploma or GED
- Strong customer service and communication skills
- Ability to listen actively and communicate effectively
- Strong organizational and multitasking abilities
- Ability to work efficiently in a fast-paced environment while maintaining attention to detail
- Strong problem-solving and conflict resolution skills
- Customer-focused and empathetic approach
- Strong analytical and decision-making skills
- Proficiency with Microsoft Office Suite, including Excel
- ERP and CRM system experience required
- Strong computer and data entry skills
- Ability to work independently while maintaining strong teamwork and collaboration
Preferred Skills
- EDI experience
- Order management and tracking experience
- Experience supporting sales and credit teams
- Experience working with customer portals and shipping documentation
Work Environment
- Fast-paced customer service environment
- Requires strong collaboration across departments
- Remote work organizational skills and self-discipline preferred
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
