Job Description

Are you looking for a rewarding career in the Customer Service field? Agri-Cover, Inc., an aftermarket automotive manufacturer, is looking for a full-time Customer Care Specialist in our Jamestown, ND location. Apply online at www.agricover.com/careers/

Summary

Handles questions or complaints concerning installation, warranty and returns as well as assists customers with questions regarding products, orders, and other inquiries.

Essential Duties and Responsibilities

Investigates customer complaints to determine accuracy and determine responsibility for error. Notifies customer and designated personnel of findings and recommendations such as exchange of merchandise, refund of money, or credit of customer's account. Recommends to supervisor improvements in product, packaging, or shipping methods and procedures to prevent future complaints of similar nature. Follows up on recommended adjustments to ensure customer satisfaction. Keys information into Opstream to obtain computerized records. Responds to inquiries concerning product installation, function and instructs user on use of products. Provides problem request updates to supervisor. Investigates and resolves customer problems with deliveries. Determines if defective product is covered under warranty. Responsible for notifying supervisor of credit and replacement merchandise based on warranty decision. Records information pertaining to merchandise to be returned to manufacturer because of defects, wrong amounts, or wrong part. If needed, may refer questions or complaints of service failures to supervisor or designated departments. Keeps supervisor appropriately up to date with relevant issues, questions, and work duties. Takes incoming calls from Dealers and End Users and converts them into Dealer or direct sales. Quotes pricing and availability of product to Dealers and End Users. Responds to voicemail messages and email correspondence that are distributed from Receptionist. Processes orders. Implements improvements. Other duties may be assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Accounting software; Contact Management systems; Database software; Internet software; Inventory software; Manufacturing software; Order processing systems; Project Management software; Spreadsheet software and Word Processing software.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must regularly lift and move 25 pounds, frequently lift and move 50 pounds, and occasionally lift and move up to 100 pounds. Team lifting or finding a mechanical advantage when possible is preferred when lifting over 50 pounds. Specific vision abilities required by this job include close vision, peripheral vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Safety and Security

Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

Supervisory Responsibilities

This position does not require any supervisory responsibilities.