Customer Care Specialist Level 2

Agri-Fab is a leader in the lawn and garden marketplace with shipments reaching around the globe. We've been proudly fulfilling customer needs for more than 50 years. As successful as Agri-Fab has become, the core goals has not changed; provide a reliable source of employment for the community. Agri-Fab offers excellent benefits to include two weeks of paid time off and a comprehensive health benefits package focused on wellness rewards along with 401(k), company paid life insurance and an onsite daycare . And that is just the start! Other benefits include tuition reimbursement, earned wage access, discounts, 10 Paid Holidays, and more! A Customer Care Specialist Level 2 acts as an effective verbal communicator solving problems and making decisions to satisfy the companys customers while also protecting the company. This position will be responsible for but not limited to the below responsibilities. Essential Functions Required but not limited to: Answer all incoming calls Respond to all incoming mail/emails/cases in a timely manner Issuing Return Authorizations to companies/customers returning products Act as a liaison for delivery issue ticket cases to assist the delivery case manager to ensure quick resolution to delivery issue cases Responsible for Parts Orders Cases this includes entering oversea parts orders (Includes MTD Order Entry and Generac Order Entry) Customer part number maintenance Back up on daily CC/ P&S Supervisor tasks in times CC/P&S Supervisor is absent- including Amazon order updates, running open order/out of stock report, handling Frontier, Employee purchases, Warranty claim cases Salesforce Service Console standard work, answering cases, entering person accounts (General Questions, Product Questions (AF, TerraKing, Craftsman, DeWalt, GroundWorks), Chatbot Cases, Contact us Cases) Assist in training customer care representatives Responsible for working Missing and Defective Parts Cases Enter parts orders and unit orders from stores when calling in Responsible for working the Kuebix 1 and Kuebix 2 reports each day Submit 2-4 Salesforce knowledge articles a week Manage the inbound fax routing for customer care/sales departments Mail/Fax all manuals, catalogs, warranty information and distributor lists (as needed) Salesforce Service Console standard work, answering cases, entering person accounts Actively participates in all training to stay current and in compliance with Agri-Fab standards Assist other CSRs in times of absence and help level the work load Works overtime, including weekends and holidays, as required Effectively deal with all situations that come up and find a solution to bring the problem to a mutually agreeable close Maintains a clean, orderly and safe working environment Follows all standard work and work instructions Displays appropriate sense of urgency in communicating concerns (safety, quality, etc.) Ability to work in Parts and Service as demand requires Will fill in at the front desk when main receptionist is gone