Customer Care Specialist (B2B)

Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism - and we treat our employees like the valuable assets they are.

Founded in 1954, R.S. Hughes Co., Inc. is a dynamic, North American distributor of industrial supplies. With over 40 warehouse sites in the United States and Mexico, we maintain an extensive inventory of adhesives, abrasives, electrical, static control, tapes, labeling and safety products.

In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you're looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the R.S. Hughes Company, Inc. team!

Position Description

The Customer Care Specialist (CCS) provides critical support for the Customer Care department. This key role primarily performs timely and accurate order management for our B2B clients within our Enterprise Resource Planning (ERP) system. The CCS presents a professional image of the company and provides a comprehensive service in a high performance, customer-focused environment with respect to Customer Care procedures. This individual will be required to perform tasks through demonstrating organization, attention to detail and time-management skills, as well as excellent oral and written communication skills. This role is expected to adhere to all company policies and safety protocols.

Key Job Responsibilities Required to be Successful as a Customer Care Specialist:

• Processes a high volume of B2B customer orders in an ERP system (order to invoice).
• Answers incoming phone calls from our Customer Care phone numbers.
• Assists customers with placing orders, providing quotes or providing order status over the phone or via email.
• Uses critical thinking skills to resolve customer concerns such as product search, pricing and invoicing discrepancies, and facilitating returns.
• Utilizes our shared customer support inbox (Front email system) to service our Foundation and Review accounts, performing order entry, order status updates, and quick quotes.
• Maintains professional, timely and effective communication with customers and team members.
• Redirects unassigned emails to appropriate team member or dedicated customer care representative and manages the account assignments as needed.
• Assists with data updates, automated order optimizations and set ups for the department.
• Enters complaints and credits and follow through with warehouse personnel and accounting team to ensure resolution.
• Assists with onboarding new customers including entering Customer Master Data for account set-ups and account changes in CSD (ERP).
• Builds knowledge toward becoming a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.
• Follows up on mis-matched pricing orders and escalate as necessary to ensure timely processing of orders.
• Develops and maintains excellent relationships with Customer Care team and internal partners.
• Maintain up-to-date knowledge of Customer Care policies and procedures utilizing our online learning system.
• Communicates with management team on a regular basis to ensure all Key Performance Indicators (KPI) are being met.
• Remains fully flexible to meet business requirements and demands.
• Other job duties as assigned.

Education/Certification/Licenses

• High School Diploma or GED equivalent required, Bachelor's degree in business or related field preferred.
• Minimum 0-2 years of experience in B2B customer service or phone-based support, or in a Customer Service Call Center.
• Minimum of 0-2 years' experience of data entry.

Skills That Will Make You Successful

• Order to invoice experience within ERP systems in a B2B customer focused environment.
• Ability to work in a high-volume, fast-paced, deadline-driven environment with strong attention to detail.
• Proficient in Microsoft applications including Excel and Data Management.
• Ability to navigate multiple systems simultaneously.
• Proficient communication (written and verbal) and interpersonal skills.
• Strong organizational, analytical, problem solving, and decision-making abilities.
• Demonstrate ability and willingness to take on additional responsibilities.
• The ability to work independently and with others in a changing environment.
• An effective team player with drive and desire for continuous learning and professional growth.

Target Base Compensation range for this non-exempt role is $21.00 - 24.00/ hr. DOE.

This is a Full-Time position, eligible to participate in the Company's benefit plans including: Paid Time off; major medical, dental, vision; Company paid short-term and long-term disability; paid parental leave; various supplemental benefit plans; and Employee Stock Ownership Program (ESOP).

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