The Senior Customer Care Associate is responsible for providing world class service in a leading edge call center environment by processing VIP orders, working closing with the markets to resolve customer issues and resolving customer inquiries in a courteous, timely, accurate and professional manner to support the sale and marketing of our suppliers to our key accounts from chain and national customers.
Manages and processes orders for Key accounts received from chain and national buyers. Utilizes 3rd party systems to retrieve orders. Works closely with the markets to ensure VIP customers have proper pricing and credits. Conducts detailed research to ensure these customers have a positive, quality experience with us. Ensure that sales are captured by responding to customers and entering orders accurately and efficiently in SAP. Ensure customer inquiries are successfully resolved using multiple customer support tools (including conducting research in SAP and/or contacting business units as appropriate).
Maintain world class standard by successfully performing against department scorecards and metrics. Identify and seek to continuously exceed service requirements of business units by building and managing relationships with customers and contacts at each unit.
Establish and maintain world class customer relations by developing a rapport and actively listening to gain more information where necessary by providing consultative support and recommendations. Identify and evaluate opportunities to increase customer retention, maintain customer confidence and protect operations by keeping information confidential, and sustain satisfaction by suggesting alternatives to out of stock or limited quantity items and informing customers of available deals, etc.
Other duties as assigned