Job Overview
The Customer Care Specialist plays a critical role in providing behind-the-scenes support to ensure smooth and efficient customer service.
It is a multifaceted role focused on handling non-customer-facing activities, including pricing, commercial conditions, claims, and returns management.
In this position, you will manage the administrative and operational tasks that assist front-line customer service agents and enhance the overall customer experience.
You will collaborate with cross-functional teams, ensuring accurate and timely processing of customer requests and complaints, helping to maintain customer satisfaction and business efficiency.
Key ResponsibilitiesPricing Management & Commercial Conditions:
Manage and update customer pricing based on agreed-upon commercial conditions, including contracts, promotional offers, and volume-based discounts in the ERP.
Ensure commercial agreements, contracts, and special pricing terms (e.g., payment terms, volume discounts) are accurately applied to customer orders.
Investigate and resolve any discrepancies in pricing or promotional offers, ensuring customers are billed according to their agreed terms.Claims Management:
Manage customer claims related to product defects, service issues, delivery problems, or order fulfillment errors from initial receipt through to resolution.
Investigate the root cause of claims, working with relevant teams (e.g., product, logistics, finance) to identify the source of issues and implement corrective actions.
Accurately document all claims and resolutions in systems, track claim trends, and generate reports for internal stakeholders.
Use claim data to identify recurring issues, propose improvements to processes, and reduce future claims.Returns Management:
Manage the return process for defective, damaged, or unwanted products, ensuring that returns are authorized in accordance with company policy.
Ensure all returns are processed efficiently, including coordinating logistics and ensuring that returned goods are inspected, credited, or replaced.
Resolve any disputes related to returns, including handling issues of lost or damaged items in transit, ensuring that customers are fully informed and satisfied with the resolution.
Oversee refunds or exchanges for returned items, working with the finance team to ensure correct amounts are refunded in a timely manner.Reporting & Documentation:
Generate internal reports on customer interactions, issue resolution, and order processing performance.
Track customer service metrics (response times, issue resolution times) and assist in identifying trends or recurring issues.CompetenciesCustomer-Focused:
Passionate about providing excellent customer service with a focus on empathy and problem-solving.Communication Skills:
Strong verbal and written communication skills with the ability to explain complex information in a clear, concise, and friendly manner.
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