Customer Care Specialist I

Eastern Carolina Vocational Center Inc. has an opening for a Customer Care Specialist in the Customer Care department.  This is not a call center position. The customer care specialist is a member of a small department focused on business development and customer satisfaction. The incumbent will interact with many of the same customers on a regular basis, providing the opportunity to build rapport and positive relationships. This position is responsible for interacting with federal, military and commercial customers to provide pricing quotes and product information, process orders, handle and resolve complaints, maintain customer satisfaction, and help market existing/new products.

Essential Duties and Responsibilities:

• Interacts with customers via email and over the phone to provide information about products, pricing, availability, lead time, order status, etc.
• Processes orders in Business Central (BC – ECVC’s ERP system) and works with team members to ensure all orders issued by one team member are reviewed by another team member before submission (given to shipping). Sets up customer account cards and processes credit card payments.
• Provides shipping status information for orders (PODs, etc.) to customers.
• Completes Requests for Quotes (RFQs) on standard products. Consults with leadership for special request products, reduced pricing, or questions on prices (based on customer type), etc.
• Electronically files and keeps organized all e-mail data associated with position.
• Maintains office files and computer network files.
• Coordinates with Production Department and suppliers, when needed, to solicit pricing quotes and maintain adequate stock levels to fill orders.
• Works closely with other team members to ensure orders are processed accurately & within established time guidelines.
• Ensures that appropriate actions are taken to resolve customers' problems (issues paperwork to ship replacement/correct product, paperwork for the business office to process credits, nonconforming product tags, etc.).
• Coordinates/communicates with other team members to resolve customer issues (when needed), promote customer satisfaction or report any noticeable trends in issues.
• Records issues, complaints, feedback, etc. into the Customer Care database (Salesforce) for accurate tracking in a timely manner. Documents issue resolution detail. (Start to finish) documents the issues, resolves the issues, and records the final outcome of the issue.) All data for the month is recorded no later than at the end of the first week of the next month (to ensure data is available to supervisor for ISO reporting).
• Initiates nonconforming product tags for products when needed based on customer complaints.
• Works with Quality/ISO department to ensure proper documentation of all customer care policies and resolution of quality-related issues.
• Serves as liaison with General Production customers on scheduling pick-ups/deliveries, answering questions, performs monthly counts, and provides information to AR Accountant in the Business Office for invoicing.
• Provides regular reports on key Customer Care metrics (examples = weekly customer complaints and returns report, L10 scorecard numbers, AbilityOne report, etc.)
• Uses Jet Reports to run various customer care and sales reports.
• Updates, maintains and distributes pricing documents for various customer types. The Customer Care Specialists cross quality checks each other’s data entry work on prices.
• Serves as subject matter expert on customer pricing and all ECVC products.
• Ensures PIEE/SPRS and other customer order tracking systems are kept current.
• Files shipping claims for lost/damaged shipments with UPS, SEFL, etc.
• Reviews/reconciles/contests UPS chargeback fees for address changes, returns, etc.
• Emails monthly Customer Care Satisfaction survey requests. Maintains spreadsheet for selection of customers to receive emails making sure not to email them more than 1-time every 12-months.
• Ensures department coverage Monday-Friday, 8:00am to 4:30pm EST, coordinating planned annual and sick leave with team members.
• Serves as back up to Penny Hines/ECVC Frame Shop to assist customers/employees with project drop-offs/pick-ups, payments, and battery sales.
• Assists Business Development & Marketing Manager with trade show/customer events booth/table design for ECVC products.
• May be asked to represent/attend customer events/trade shows to man booth and talk to customers (ex. DLA Supplier Conference, NIB Expo, etc.)
• Other duties as needed or assigned.

• Critical Thinking and Reasoning- Apply principles of rational systems to carry out instructions furnished in written or verbal situations. Regular substantive decisions. Job content is determined by the incumbent within the bounds of general job objectives
• Communication- Ability to understand verbal work orders and instructions; write straightforward material such as progress reports, procedures, or nonstandard letters. Incidental public contact requires normal courtesy, giving/receiving and explaining information, handling complaints, and interpreting and resolving conflicts.
• Mathematical Skills- Ability to add, subtract, multiply, and divide. Calculation of percentages, ratios, or averages. Solve problems that require one or two operations. Use of calculator. (CRC Minimum Level: IV)
• Locating Information- Ability to sort through distracting information, summarize information, identify trends, and compare information from one or more detailed/complicated graphics/documents/spreadsheets/forms, tables, etc. (CRC Minimum Level: V)
• Reading for Information – Ability to pick out main ideas and clearly stated details. (CRC Minimum Level: III)
• Record Keeping- Enter, check, and verify data; copy and file records; track/collect data; compile, summarize, simple computation/complex computation of data; research and verify data; required reports for accreditation.
• Organization & Ability to Prioritize - Must keep work organized and in system that his/her supervisor and reasonably find and understand. Must have the ability to prioritize work to determine the importance of tasks.
• Computer Literacy – High level knowledge of computer and computer use. Software used: Microsoft Office (mainly Word & Excel) & Teams, databases (ACT!, SalesForce), Business Central (ERP software), e-mail, internet, etc.

• Associate’s degree or Career Readiness Certificate at or above levels listed in Competencies required.
• Bachelor’s Degree preferred.
• Two years of experience required.

• Insurance:  Health, Dental, and Life with 100% employer-paid premiums, buy-up and voluntary supplemental plans availabl
• Paid Time Off:  10 holidays, separate sick and vacation leave
• Retirement Plan with no employee match required.
• Annual Bonus