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Taco, Inc. · 2 hours ago

Customer Care Specialist

Cranston, Rhode Island, United States

Full-time

Hybrid

Senior Level

5+ years exp

Taco Inc. is a family-owned company dedicated to the well-being of its employees. The Customer Care Specialist is responsible for maintaining the 'Order to Cash' process through the CRM system, ensuring optimal customer service, and resolving customer inquiries efficiently.

Consumer ElectronicsElectronicsHardwareManufacturing

Responsibilities

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

Qualification

Customer Service ExperienceERP System ExperienceCRM System ExperienceMicrosoft Office ProficiencyAnalytical SkillsManufacturing KnowledgeBilingual (English/Spanish)Communication SkillsOrganizational SkillsTeamworkProblem-Solving SkillsDetail Oriented

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

Benefits

Tuition reimbursement

Career development

On-site training programs

Sharing profits with its employees

Mindful about family, health and well-being

Fosters conditions that allow people and communities to reach their full potential

Embraces and celebrates diversity

Company

Taco, Inc.

Founded in 1920, Taco is a global leader in hydronic and water-driven solutions, specializing in providing innovative, sustainable, and high-performance products for the HVAC, plumbing, and industrial sectors.

Founded in 1920

Cranston, Rhode Island, USA

501-1000 employees