Job Description

GENERAL SUMMARY OF POSITION:

The Icon Protection Customer Care Representative is primarily responsible for providing superior customer service for all internal and external Icon Protection customers through excellent communication utilizing in-depth knowledge of company products, services, policies, and procedures. This position would provide coverage to Domestic and International customer base.

CORE & ESSENTIAL FUNCTIONS:

• Contribute to the outstanding reputation of the company by always putting the customer first, treating fellow associates with respect, and conducting business with the highest integrity.
• Build, strengthen and maintain positive business relationships by establishing consultative rapport with customers.
• Act as point of contact for customer orders, quotes, sample requests, complaints, and compliments.
• Process customer sales orders, backorders and pick tickets timely and accurately.
• Make customer recommendations to optimize product mix and increase sales in orders, including suggestive selling and upselling of add on items.
• Make logistics and freight decisions based on cost and customer needs.
• Determine appropriate outside warehouse to process orders.
• Provide quick response to incoming customer order status and product knowledge requests.
• Partner with sales, marketing, purchasing, production, and shipping/receiving teams relating to customer orders, forecasts, and inventory accuracy.
• Perform outbound calls to customers to collect customer satisfaction information regarding promotional goods, services, or tradeshows.
• Process customer returns according to established department policies and procedures.
• Work closely with the credit department to resolve disputed credit items.
• Address customer issues and ensure effective and long-term problem resolution.
• Follow up to ensure that all requests and/or problems are resolved satisfactorily.
• Provide timely feedback to the company regarding service failures or customer concerns.
• Work closely with the Sourcing department to achieve appropriate and timely complaint resolution.
• Assist accounting department, as needed, in processing of customer invoices and credits.
• Maintain customer account information and communicate to other departments, as needed.
• All other duties as assigned.

QUALIFICATIONS, KNOWLEDGE, AND SKILL REQUIREMENTS:

Must possess customer service experience. Possession of at least a high school diploma is required and a post-secondary degree is preferred. Demonstrated aptitude for problem-solving; ability to determine solutions for customers. Must be results-orientated and able to work both independently and within a team environment. Must possess excellent verbal and written communication skills. Must display a professional image in all settings. Proficiency in using Microsoft Office Suite applications required. Customer service experience in a manufacturing environment and with an independent sales team is preferred. Inside sales experience is valued. SAP, Great Plains, Infor, Salesforce or other CRM system experience preferred.

EQUAL OPPORTUNITY EMPLOYER

Icon Protection, Inc. as represented by Garland Surface Protection, Inc, Surface Shields, Inc, Ram Board, Inc., and Trimaco, Inc. are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin ancestry, military status, veteran status, marital status, gender identity or expression, transgender status, citizenship, sexual orientation, age (40 and older), disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated), protected veteran status, age, or any other protected characteristic under federal, state or local law.

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