The Customer Care Representative is responsible for providing all aspects of customer service from answering incoming calls, to order entry, and order management in SAP. Knowledgeable of the Chicago Pneumatic family of power tools brands, products, parts, and services. The CCR will maintain regular contact with existing and new customers and respond promptly to customer inquiries. As a key contributor to enhance the customer journey, the CCR will support in identifying products and solutions which will maximize the customer success. This includes providing sales support, training, and assistance to other members of the team; as well as reviewing Department procedures with a direction toward streamlining, efficiency and sales growth.
- Process and audit orders for accuracy from customers via E-mail, EDI, & WebShop - enter into SAP.
- Process credits / returns, issue RGA's, and post ship billings.
- Coordinate shipment issues with the warehouse and channel partners.
- Respond to customer inquiries such as delivery dates, pricing, shipment tracking, product specifications and performance, competitor crossover, and providing overall assistance necessary to ensure customer satisfaction.
- Actively engage in planned prospecting activities geared at increasing the customer base, and continually increase market share.
- Provide feedback on channel partner / customer reaction to CP/Desoutter and competitor's programs.
- Work closely with the Customer Experience Team (CXT) and sales team to identify target customer profiles and work to identify targets, engage to drive demand, and enhance pipeline activity to support the company's overall growth objectives.
- Utilize CRM (SalesForce) software to track and measure all sales activity.
- Work in conjunction with Sales and Marketing campaigns and programs.
- Identify discrepancies within channel partner classifications for discounts as well as pricing.
- Propose suggestions to improve the efficiency of and environment in the Customer Care Department.
- Maintain liaison between Sales, Marketing and Service Operations departments.
- Other Duties as Assigned
Skills & Education
- Self-starter with the ability to work independently, as well as a valuable member of a team.
- Must be able to read, write and speak English proficiently.
- Must possess excellent interpersonal, communication, and organizational skills.
- Effective capability with a laptop computer MS Office software (Word, Excel, MS Teams)
- 1-3 years in customer service/technical products required.
**Technical Capability**
- SAP experience
- Salesforce experience
- Experience in Industrial market segments (e.g., automotive, heavy truck or bus, or general industry tools)
- Must be flexible and able to work in a fast-paced environment.
**Values**
Resourceful, Open Minded & Collaborative
**Attributes**
- Customer oriented
- Strong drive and engagement
- Self-motivated
- Teamwork in a matrix organization
- Continuous Learning
- Resiliency
2-4 years Business Administration certification / degree, or high school diploma, or equivalent.
**PLEASE NOTE ONLY RESUMES IN ENGLISH WILL BE CONSIDERED**
Founded in 1914 and headquartered in France, **Desoutter Industrial Tools **is a global leader in electric and pneumatic assembly tools serving a wide range of assembly and manufacturing operations, including Aerospace, Automotive, Light and Heavy Vehicles, Off-Road, General Industry.
With over 1,200 employees worldwide, we have opportunities across many functions, designed to develop your skills in a wide range of roles and enhance your career.