Role Title:
- Customer Care Representative (CCR)
Reports to:
- Customer Facing Operations Lead (CFOL)
Location:
- Elkhorn, NE, or Algona, IA. Remote by exception.
ROLE PURPOSE:
The Customer Care Representative (CCR) serves as a bridge between the customer and the organization. The CCR is responsible for building and maintaining positive relationships with the customer by providing exceptional customer service through order and payment processing, stewardship assistance, shipping, delivery, transfers and returns. In addition, the CCR provides support to the District Sales Managers as needed.
ACCOUNTABILITIES:
- Provide exceptional, pro-active business service to the customer, including, but not limited to – order entry, stewardship licensing assistance, shipping, product transfers, deliveries, customer payments, returns and account settlement.
- Process customer financing and post daily cash and financing receipts to customer accounts.
- Review customer account activity on a regular basis to ensure accurate monthly statements.
- Sending monthly statements and assisting customers with questions relating to their account activity.
- Assist in building and maintaining accurate customer master database information.
- Maintaining accurate customer record files (payments, financing, orders, returns, refunds, earned commissions).
CRITICAL SKILLS & EXPERIENCE:
Critical Skills
- Professional customer service skills both on the phone (predominately) and in-person
- Exceptional organizational skills
- Ability to communicate and work effectively in team setting with all segments of the organization as well as outside parties
- Attention to detail and drive to produce quality results
- Proficiency in MS Office suite of tools
- Experience in an ERP or CRM related software
Critical Experience
- At least 2 years’ experience in a customer service role
- Bachelor’s degree preferred
- Customer-facing experience strongly preferred
- Seed industry experience preferred
CORE DIMENSIONS:
- Customer focused (both internal and external)
- Problem solver
- Organized, ability to prioritize and multi-task
- Adapt and Influence change in process and policy when applicable
- Possess integrity
CRITICAL SUCCESS FACTORS AND KEY CHALLENGES:
- The Customer Care Representative must be highly organized and detailed orientated to achieve success.
- Must be able to deal with problems in a considerate and professional manner as they arise.
WORKING CONDITIONS / PHYSICAL DEMANDS:
Physical Requirements:
Working Conditions:
- Generally, office conditions with computer work.
- Sometimes of the year may be heavier on phone use.
- Some travel outside of office for meetings/training will be required.
- Little overnight travel.
Follow Company Alert×
Follow Company Alert Saved
Follow Company Alert