Customer Care Associate - CPO

Customer Care Associate - CPO

Major Responsibilities:

• Expedites customer requests.
• Serves as liaison to internal and external service providers to facilitate resolutions on behalf of the customer.
• Handles inbound care calls and emails.
• Offers suggestions for replacement items when an item is out of stock in the warehouse.
• Upsells products to compliment items ordered by customer.
• Seeks ways to contribute to the company's overall success.
• Maintains current and accurate knowledge of system, product, vendor, and company procedures, policies and to support professional growth.
• Seeks ways to contribute to the company's overall success.
• Performs other duties as assigned.
• Within designated guidelines, resolves product or service problems by clarifying the complaint, determining the cause of the problem, offering alternatives and solutions to the problem, expediting correction or adjustment, and following up to ensure resolution.
• Communicates effectively orally and in writing with internal and external customers, following proper telephone and email etiquettes. Meets individual quality rating goal of 80% or higher.
• Contributes to the team effort by answering CSR’s questions, mentoring new hires, assisting with the workload when a CSR is out of the office and participating in team projects. Demonstrates the ability to prioritize the workload and multi task.
• Is a leader among customer care team and assists with training new associates; is the ‘go-to’ person within the department based on knowledge of products and skillset.
• Follows standardized work procedures, departmental processes and Company guidelines, making suggestions to improve efficiency.
• Maintains attendance at or above designated standards, is available to answer customer calls at assigned start time and works overtime when necessary.
• Observes and enforces all Company rules and safety practices.
• Within the individual’s knowledge, skill and/or ability, performs such other duties as shall be required by members of the management team.
• Understands and demonstrates Company’s Core Values.
• Performs other duties as assigned.

Skills/Knowledge Required:

• Strong customer service skills.
• Strong oral and written communication skills.
• Professionalism with the ability to balance urgency and decisiveness with customer service relationship skills and attention to detail.
• Strong time management and organizational skills, including ability to manage and prioritize multiple tasks.
• Ability to acquire information from customers to drive solutions and meet customer needs.
• Strong follow up skills to ensure timely resolution in meeting customer needs.
• Ability to learn and navigate Company tools and resources as required by role.

Education and Experience:

• High School Diploma or GED required.

Benefits:

• Health benefits (Medical, Dental, Vision)
• 401k with matching
• Company Holidays
• Overtime Pay for hourly employees
• Paid Vacation, Floating Holidays, and Sick Time
• Maternity and Parental leave benefits
• Employee discount
• Tuition Reimbursement
• Employee Assistance Program

Essendant-CPO drives to be inclusive and celebrates diversity by starting with our associates. We are an Equal Employment Opportunity employer that is committed to building a diverse and inclusive environment. We strongly encourage candidates to apply for opportunities, even if you do not believe you meet every one of the qualifications described. At Essendant-CPO we are building an elevated community by creating a safe and supportive work environment. We prohibit discrimination and harassment of any kind, including or based on age, race, color, disability, ancestry, religion, sex, gender identity or expression, sexual orientation, pregnancy, marital status, national origin, protected veteran status, or any other characteristic protected by federal, state, or local laws. People are what drives our company. We are one team with endless possibilities. We are Essendant-CPO.