Customer Care Representative

Shift: Monday – Friday, 9:30 AM – 6:0 PM

Location: 1941 Stryker Way, Portage, MI

Work Flexibility: Hybrid (in office on Thursdays)

Summary:

As the Customer Care Representative, you will provide customer services relating to sales, sales promotions, installations and communications. In this role, you will ensure that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws. Additionally, you will develop organization-wide initiatives to proactively inform and educate customers and develop improvement plans in response to customer surveys.

What You Will Do:

• Provide customer service support related to sales, promotions, installations, and general communications.
• Maintain strong customer relationships and resolve claims and complaints fairly, effectively, and in compliance with consumer laws.
• Receive and manage order-related inquiries (pricing, scheduling, updates, shipping, tracking) via phone, email, fax, EDI, FIMS, and other systems.
• Process customer orders and returns, enter complaints into the complaint system, and ensure 100% same-day order entry accuracy in accordance with company policies and standardized procedures.
• Provide detailed product information and uphold all order-related policies and guidelines.
• Partner cross-functionally to research and resolve issues for customers and the sales force, directing inquiries to appropriate divisions when necessary.
• Develop and support customer education initiatives and improvement plans based on survey feedback to enhance the customer experience.
• Contribute to continuous improvement efforts and standardized work practices while delivering responsive, high-integrity customer care.

What You Need:

Required:

• High School Diploma or equivalent
• 2+ years’ work experience

Preferred:

• Associate’s Degree
• Excel and/or SAP experience

Pay rate will not be below any applicable local minimum wage rates.