Customer Care Rep - Full-time / Part-time

The Customer Care team has three primary populations to serve; the general consumer, Superfeet Retailers and the Internal and External Superfeet team. The goal of the Customer Care team is to assist each of these groups in all aspects of ordering, education of our product and general troubleshooting. Customer Care is committed to providing a positive experience in all interactions and as a result builds long term business relationships with existing and prospective customers. As part of our service offerings, the CC department offers support for our core Insole business, our sandal and shoe business, and our FitStation platform. Customer Service is required, therefore, knowledge of the products, availability, information regarding any given customer s order(s), and of various other inquiries is necessary. Primary Customer Care Functions * Customer Service in all manners of business * Customer contact pertaining to account and order information * Customer request for status of orders pending/shipping * Assist and coordination of setting up new accounts * Processing foreign orders and all necessary procedures for export * Follow up with customers to assure satisfaction, respond to queries and solicit further sales * Order entry, faxed and phone orders * Manage and monitor EDI orders to assure on-time delivery * Order confirmations faxed/mailed to accounts * Support all Sales promotions and initiatives * Process and print reports as required * Call before shipping on requested orders for possible revisions * Creation of Return Authorizations * Equipment leases * Credit card processing for consumer orders * Word and Excel projects / Entry of Key Account Data into Adapt Secondary Functions (as required) * Perform general office duties, such as maintaining process documentation and management of database systems * Answer phones, screen and forward calls to appropriate personnel * Respond to various social media questions and inquiries as assigned * Maintain customer database for all pertinent info * Overtime as necessary * Other duties as assigned Knowledge/Skills/Abilities * Must be personable with excellent telephone skills * Must have excellent verbal and written communication skills * Must be personable, creative, highly motivated and resistant to stress; with precise attention to detail and able to multi-task * Must be accurate * Must be able to type a minimum of 50 wpm., with emerging skills to exceed 60 wpm within 90 days * Proficient knowledge of Microsoft Word, Excel and Outlook * Ability to perform 10 keys by touch with speed * Knowledge of basic office equipment such as faxes, copiers * Ability to communicate in English; both orally and in writing * Ability to plan and prioritize work independently * Must be available to work weekends Education/Experience * 3+ years experience in customer service related field and letter composition * High School diploma or equivalent * Experience in Microsoft Dynamics a plus
Associated topics: call center, clerk, client, customer care, customer care specialist, customer service, customer service associate, service, service specialist, system support