Job Details
It's a great time to join Velcro Companies!
Job Objective:
Provide excellent service to customers. Interact with customers to process orders and credits, provide and process information in response to inquiries, concerns and requests about products and services. Interact with sales, marketing, other company operations, and other support staff.
Essential Job Functions:
- Deal directly with customers either by telephone, EDI, or email.
- Process and monitor orders (pricing, expedites, shortages, item cross reference, etc.).
- Manage accounts and maintain accurate data in customer standard.
- Investigate and dispute customer compliance fines and shortages as needed.
- Monitor customer portal for any updates and review with related department as needed.
- Coordinate shipments to customers and provide delivery information as needed.
- Process customer complaints, samples, returns, credits, and internal documentation.
- Provide written and verbal price quotations, as needed.
- Respond promptly to customer inquiries and special requests.
- Handle and resolve end-user customer complaints/inquiries.
- Set up new accounts and maintain current customer files.
- Direct requests and unresolved issues to the proper person/department.
- Work with related departments to correct any inbound or outbound document errors.
- Provide required information and metric updates to support monthly activity and reporting.
- Communicate, coordinate, and provide support on projects to other Departments.
- Follow company and department policies and procedures.
- Provide coverage for other CCS as directed by Supervisor/Manager.
- Represent the Velcro Companies in a positive and professional manner.
- Other appropriate duties as assigned.
Job Qualifications: - High School Diploma or GED; College degree preferred.
- Prior Customer Service experience.
- Knowledge of customer service best principles and practices.
- Knowledge of relevant computer applications or quick ability to learn.
- Able to act independently and maintain composure when dealing with others.
- Knowledge of administrative procedures.
- Numeric, oral, and written language applications.
- Ability to gain product knowledge.
- Solid interpersonal skills, a pleasant, friendly professional style.
- Good communication skills - verbal and written.
- Good listening skills.
- Problem analysis and problem-solving skills.
- High attention to detail and accuracy.
- Data collection and reporting.
- Ability to adapt, take initiative, and have a tolerance for stress
- Ability to handle tasks in the best interest of both customer and company.
PERKS OF BEING PART OF OUR TEAM: At Velcro USA Inc., we truly value our employees. We strive to support each and every employee by providing a safe and healthy work environment, challenging and rewarding careers, and opportunities for professional and personal growth. Velcro USA Inc. offers competitive pay, a comprehensive benefits package, and generous time-off designed to meet the needs of our workforce. Advancement and growth opportunities are offered and encouraged to all employees.
Health and Welfare Benefits: Medical and Prescription Coverage (HSA and HRA Options)
Dental Coverage
Vision Coverage
Flexible Spending Accounts
Award Winning Wellness and Incentive Program
Life Insurance
Short- and Long-Term Disability
Business Travel Accident Insurance
Voluntary Accident & Critical Illness Insurance
EAP (Employee Assistance Program)
Retirement Savings Plan 401(k) Saving Plan with generous 5.5% Company match and Immediate Vesting
Time-Off Benefits Paid Vacation Time
Paid Sick Time
Paid Parental Leave
13 Paid Company Holidays
Other Benefits and Programs Tuition Reimbursement Program
Financial Wellness Benefit - Smart Dollar
Employee Recognition Programs
Employee Resource Groups
Charitable or Educational Matching Gift Program
Employee Referral Bonus Program
Velcro Companies 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.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.