Portacool Customer Care Representative | Order Entry and Returns

The customer care representative position is responsible for providing quality and efficient customer service to customers through assistance in taking general customer service-related phone calls and assist with technical-related phone calls, when necessary, and duties as assigned to support the needs of the department and organization.

Responsibilities include, but are not limited to, the following tasks:

• Provide excellent customer service and cultivate close working relationships with related sales representatives and customers
• Responsible for communicating daily with all levels of employees in order to assist in resolving problems and achieving company goals
• Responsible for assisting in creating new customer purchase orders received via email, fax and Electronic Data Interchange (EDI)
• Assist in processing customer returns and ensure freight claims are submitted by the customers/sales managers are processed in a timely manner
• Verify and ensure all warranty purchase order requests are accurate and processed correctly and in a timely manner
• Monitor vendor portals and manage customer return service actions as requested.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
• Review claims adjustments with customers, examining parts claimed to be defective, and approving or disapproving customers' claims
• Continuing education and training to increase customer, product and process knowledge
• May be required to perform additional duties, special projects and responsibilities as assigned by management

Qualifications Required:

• High school diploma or equivalent; college preferred
• Ability to speak and write clearly and accurately; Bilingual abilities are a plus
• Courteous manners to work with the public and co-workers
• Excellent organizational skills, accuracy, and attention to detail
• Knowledge of Microsoft® Office programs such as Excel, Outlook and Teams
• Superb communication skills and Proper phone etiquette;
• Willingness to learn all technical information on company products
• Willingness to learn the operations system, Acumatica, for all daily responsibilities
• EDI processing experience
• 2 Years' data entry or recordkeeping experience