Aid in addressing customer complaints and resolving problems
Review purchase agreements for conformity to company terms and conditions
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly
Communicate with other departments and management to resolve problems and expedite work
Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking
Provide quality service and support in a variety of areas including, but not limited to: quotations, billing, placing orders, logistics and troubleshooting
Troubleshoot customer issues over the phone
Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
This is not an exhaustive list of duties or functions and may not necessarily comprise all of the "essential functions" for purposes of the ADA.
Job duties may change over time and additional job functions may become essential.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Highly developed sense of integrity and commitment to customer satisfaction
Demonstrated passion for excellence with respect to treating and caring for customers
Ability to communicate clearly and professionally, both verbally and in writing
Has demonstrated ability to handle complaints and unpleasant customers while remaining calm under pressure
Has a pleasant, patient and friendly attitude
Strong decision making and analytical abilities
Strong detail orientation, organization skills and communication/listening skills
Willingness to work a flexible schedule and occasional overtime when needed
Demonstrated strong work ethic and team orientation
This position description is intended to cover the most significant, ongoing job functions and competency areas.
Successful performance in the role will require performing satisfactorily other duties as assigned.
Edu & Exp
1+ years of Customer relations experience including but not limited to retail, telemarketing, or customer service
Must have high school diploma or GED equivalent
Experience with Google (Mail, Drive & Sites) and Microsoft Office preferred
Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
Little to no travel is anticipated with this position
Candidates for positions with NEI, Neenah Foundry Company and its subsidiaries must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. All offers of employment will be conditioned upon successful completion of a post-offer, pre-hire background check, and drug screen. Visa sponsorship is not available for this position.
Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.