Customer Care Representative

Job Description

Job Description

POSITION PURPOSE:

We are seeking a highly organized, detail-oriented, and customer-focused Customer Care Representative to join our team. This position is much more than a traditional order entry role. While order processing is a significant component of the position, the successful candidate will serve as a key point of contact for customers, coordinating information across multiple departments and ensuring orders progress smoothly from entry through fulfillment.

The Customer Care Representative provides high-quality customer service while managing complex orders in a custom manufacturing environment. This role requires strong attention to detail, accuracy, and proactive communication due to customer-specific products and formulas.

The ideal candidate can manage multiple priorities, work across systems, and communicate effectively with both customers and internal teams. Success in this role depends on strong organization, problem-solving skills, and collaboration with Operations, Production, Sales, and Purchasing to ensure smooth and accurate order processing.

ESSENTIAL JOB FUNCTIONS:

The following essential functions provide a comprehensive overview of the responsibilities and expectations for the Customer Care Representative role. Overall, these functions support operational excellence, customer satisfaction, and effective communication between customers and internal teams.

• Review, process, and confirm customer orders in a timely manner, ensuring accuracy of pricing, product codes, nomenclature, quantities, and all pertinent order information. Maintain accurate records and facilitate efficient order entry procedures.
• Provide timely order acknowledgments and confirmations to customers, ensuring all relevant information is communicated clearly and accurately.
• Monitor customer orders throughout the production and fulfillment process and provide customers with accurate, timely updates regarding order status, production schedules, shipment dates, and availability. Establish clear expectations and proactively communicate any delays or changes.
• Address customer concerns, complaints, and service issues professionally and efficiently. Initiate internal cases when necessary to document concerns, coordinate investigations, and drive issues through to successful resolution.
• Process customer returns, replacement orders, and credit requests accurately and in accordance with company procedures while ensuring a positive customer experience.
• Develop and maintain positive customer relationships by providing responsive, professional, and solution-oriented service throughout every stage of the customer journey.
• Work closely with Operations, Production, Purchasing, Sales, and other business functions to obtain order updates, resolve issues, and ensure customer requirements are met. Act as a liaison between customers and internal teams.
• Efficiently and professionally respond to customer and Account Manager inquiries. Evaluate requests and distribute them to the appropriate internal departments for action and resolution.
• Maintain effective communication with off-site production facilities and Operations personnel to support order management activities, obtain status updates, and facilitate issue resolution.
• Manage multiple priorities, customer requests, orders, and communications simultaneously while maintaining a high degree of accuracy, organization, and attention to detail. Effectively prioritize workload to meet deadlines and customer expectations.
• Utilize an understanding of manufacturing processes, custom formulations, and production workflows to support customer inquiries and facilitate successful order execution.
• Leverage Microsoft Office applications, order processing systems, customer databases, and proprietary software platforms to perform daily responsibilities efficiently. Demonstrate the ability to quickly learn and adapt to new technologies and business systems.
• Assist customers with access to company web-based portals and available documentation resources, providing training and support as needed.
• Perform additional duties and responsibilities as assigned by management.

REQUIREMENTS, REASONING ABILITIES AND PHYSICAL DEMANDS:

• Proficiency in Microsoft Office Suite: Demonstrates competency in essential software for data management and communication.
• Organizational, Analytical, and Problem-Solving Skills: Essential for managing client inquiries, resolving issues, and optimizing the client experience.
• Effective Communication and Interpersonal Skills: Crucial for collaborating with internal teams and interacting with clients professionally and empathetically.
• Proficiency in Maintaining Confidential Records: Ensures compliance with data privacy regulations and maintains trust with clients.
• Ability to Learn New Software: Competency in specific software platforms and adaptability to learn and use new tools as needed.
• Ability to Sit Throughout Shift: Physical requirement for prolonged periods of desk work.

EDUCATION AND WORK EXPERIENCE :

• High School Diploma or Equivalent: Minimum educational requirement for the position.
• 2 Years of Experience in Call Center or Related Role: Previous experience in a similar environment demonstrates familiarity with client service protocols and workflows.
• Strong Communication Skills: Essential for effectively managing client interactions.
• Proficiency in CRM/Inform/BatchMetrics Systems: Familiarity with relevant tools for managing client interactions and data.

• Problem-Solving and Analytical Abilities: Skills that contribute to effective issue resolution and process improvement.
• Commitment to Exceptional Customer Service: Central to the role's focus on delivering a positive client experience.
• Ability to work effectively with cross-functional teams and remote partners.
• Self-motivated, driven, and comfortable working in a fast-paced environment.
• Flexibility in Working Hours: Willingness to adjust schedules as needed to accommodate call center demands.

Essential functions listed in this job description are not all inclusive. Additional duties and responsibilities may be assigned as needed. Overall, these requirements and qualifications emphasize the importance of technical proficiency, interpersonal skills, problem-solving abilities, and adaptability for success in the Customer Care Representative role at Lucta.