The Customer Care Specialist will provide customer service, quote/order processing, logistics, and purchasing support in an environment of teamwork, high efficiency, cross-training and continuous improvement. The Customer Care Specialist will support the Sales, Accounting, and Production teams, respond to customer needs in a prompt, effective, and professional manner, and ensure the customer’s needs are met.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develop and maintain a working knowledge of:
  • CTI’s product offerings, all lines
  • Shipping systems including, but not limited to: UPS, FedEx, DHL, specialty carriers
  • Sage 100 ERP and CRM: Quoting, Sales Order, Purchasing, Accounts Receivable and Inventory Management
  • Credit card processing applications

• Provide timely and accurate quotes for sales team, high level of attention to detail required
• Accurately process sales orders from quotation through invoicing/shipment, paying special attention to international shipments and individual customer requirements
• Work within a team to accurately process customer orders (quotes, invoicing, packaging and shipping) and communicate order/project status via phone and e-mail (high volume)
  • Obtain necessary sales tax information including exemption certificates during new customer set-up
  • Verify current customer credit limits when processing orders and advise the accounting department of any credit issues prior to shipment
• Operate as the point of contact between customers and sales representatives to streamline communications
• Provide phone-based support to answer and resolve a wide variety of customer inquiries, strong problem-solving and task ownership through resolution required
• Document outcomes and steps taken when dealing with uncommon or challenging issues in applicable databases (including, but not limited to)
  • Customer RMAs
  • Prepare applicable weekly/monthly/quarterly reports as required
  • Sage CRM
• Update customer files and databases in Sage CRM and Sage 100 and others as required
• Perform routine clerical and shipping duties (e.g. filing customer invoices, recording, logging, preparing records) as required, including:
  • Monitoring shipping/receiving area to ensure carrier/delivery access to facility, assist as needed
  • Logging in packages received, utilizing appropriate systems to notify recipients that packages have arrived
  • Packing/labeling/shipment of outbound shipments
• Actively work to assist customers and coworkers
• Share responsibility for Monthly Inventory Counts and Inventory Purchasing, including receipt of goods into inventory as applicable and generate purchase orders
• Must be willing to obtain DOT training in shipment of hazardous goods
• Other miscellaneous duties may be assigned by Management as needed

• Must be able to demonstrate a high level of information retention and focus
• Must be a motivated team player, driven to support customers and internal teams
• Demonstrate a high level of ethical professionalism and discretion

• Possess exceptional oral, written and interpersonal communication skills
• Problem-solving skills, flexibility, and strong ownership of task

• Capable of managing multiple priorities with strong attention to detail
• Must be able to work well within a small company culture

• Associate’s degree or equivalent work experience

• 3-5 years customer service or inside sales support experience
• Shipping experience required; working knowledge of Incoterms and logistics preferred
• DOT training in shipment of hazardous goods preferred, but not required
• Very high proficiency in all Microsoft Office programs (Outlook, Excel, Word); Experience with Sage 100 Accounting software and Sage CRM preferred but not required

• Ability to lift 25 pounds and work efficiently in a fast-paced environment