Customer Care Specialist - 2nd Shift

As a family-owned and operated company, we feel a special obligation to the employees who comprise our Taco family. We are committed to offering employees access to the tools necessary to live long and productive lives. We strive to instill in all of our employees: A positive mental attitude that helps us to be a leader in the industry A commitment to building strong relationships, both inside and outside the organization A desire to learn, grow, and contribute to moving our strategy forward A need to create and to innovate Employment Type: Full Time Shift: 2nd Shift - hours 10:30 AM - 7:00 PM EST (supporting West Coast) Work Status: Hybrid Position Summary The Customer Care Specialist is responsible for maintaining the “Order to Cash” process through the CRM system (Order Entry, Inventory Allocation, Expediting, Credit, Shipping etc.). Ensures optimal Customer Service to the Regional Manager/Customer/Representative through efficient use of resources, information, analysis, and problem-solving. Measures of success: Reduce resolution time on customer inquiries (Salesforce) Increase customer satisfaction (Individual/Team VOC Satisfaction Rating) Increase on time delivery results (Individual On-Time Shipment Percentage) Business Training Tools Usage and Accuracy (Individual Scores) Responsibilities Responsibilities include but are not limited to: Interpret/analyze customer requirements and process sales orders from written, electronic, or phoned in orders, including product selection, converting information into internal part numbers, pricing requirements, lead time, freight mode, shipping schedules and descriptions for entry into system. Maintains and organizes file system with open and closed orders. Responsible for accurately creating/updating/maintaining new/existing customer inquiries/files within ERP/CRM/Web portal tools, Sales orders, RMA’s expediting, product, pricing, shipping details etc... Troubleshoots all order issue inquiries that are moderate to complex in nature during the “Order to Cash” process. Aides in the resolution within the complex supply chain allocation process by proactively monitoring customer orders, shipment schedules and coordinating the release of shipments. Accountable for communicating with Credit Manager on all accounts on “Credit Hold”. Advise shipping and production departments on timely basis as accounts go on and off credit hold. Responsible for answering basic technical questions and referring more complex technical questions to the proper personnel. Maintains and adheres to ISO 9000 procedures. Coordinate with Taco Compliance Manager Customer/Representative special documentation requirements. Responsible for analyzing and processing warranty claims, customer returns and exchanges. As well as damage, loss and/or repair claims, proofs of delivery, shipment shortages and overages. Evaluate and approve debits/credit claims and forward proper documentation to accounting for processing. Provide continuous support and training on all aspects of Taco Web Portal Tool (BuyTaco) for assigned Customers/Representatives. Assist in periodic Customers/Representatives team meetings both internal/external to align forecasting/order fulfillment and key customer metric requirements etc. Performs other related duties as required or directed by Manager. Qualifications Required: 5 + years customer service experience working in an inside sales or customer service support role Associates degree in Business, Marketing; additional experience in related field may be accepted in lieu of degree Proficiency with Microsoft Office Applications Experience using ERP system (Epicor a plus) & CRM system (Salesforce a plus) required Excellent Customer Service, communication (oral/written) and organizational skills Strong initiative, analytical and problem-solving skills Detailed oriented and possess the ability to handle multiple priorities with sound judgement and in a timely manner Manufacturing/Supply Chain knowledge Proven ability to work well in a Team environment. Ability to travel (10%) Travel to conferences, customer/rep sites, training etc. Preferred: Bachelor’s degree in Business or Marketing Bilingual – English and Spanish speaking HVAC/hydronic system, electrical motor, fluid-flow, and general mechanical knowledge Work Environment: This position works primarily in an office environment. At times, there may be exposure to warehouse or lab settings where safety equipment or personal protective gear is required. Hybrid - This position may work from home up to 2X/week if performance is in good standing. Occasional exposure in production plant where large equipment and noise are prevalent. Safety gear is required in these areas. Benefits With nearly 1,000 people working at Taco worldwide, each with their own story, you will discover a sense of community and diverse, intelligent colleagues who help us innovate, create and explore. Taco employees benefit from a company that: Provides competitive salaries and benefits Offers tuition reimbursement, career development, and on-site training programs in our learning center Believes in sharing profits with its employees Is mindful about family, health and well-being Fosters conditions that allow people and communities to reach their full potential Embraces and celebrates diversity #TacoComfortSolutions