Customer Care Manager (CCM)

Summary:

The Customer Care Manager’s (CCM) primary responsibility is to provide customer support and manage the Order to Cash process, in an assigned territory. The ability to effectively communicate, both verbally and in writing the technical details concerning RATIONAL USA equipment, accessories, consumables, and spare parts to support customers, internal staff, and our business partners is crucial to the success of this position. The CCM role is based in our Rolling Meadows, IL USA headquarters office.

Key Responsibilities:

• Ensure order accuracy and support of Sales, Manufacture Representatives and Dealers in assigned territory by learning and understanding complex equipment configurations.
• Review all orders for correct configuration, prices, ship dates and inventory availability and adhere to order process corporate authorization guidelines.
• Process accurate orders same-day and continuously manage and own Territory Order Log report.
• Support sales process, including coordinating needs of End Users, Equipment Dealers, Manufacturer’s Representatives, Regional Sales Managers and Regional Sales Directors.
• Manage Salesforce and SAP customer master data accounts setup including applications and acting as liaison with the Finance Department.
• Issue Return Good Authorization requests (damaged or refused freight, incorrectly ordered) and manage credits as required.
• Monitor, log, prioritize, and dispatch chef training for assigned territory.
• Provide feedback to sales team on order status detailing ship dates, requirements to ship, site survey status/results and any changes impacting ship dates and partner with Regional Sales Managers and Directors in accomplishing required monthly territory forecast goals.
• Partner with Distribution Center to ensure orders are shipped on required ship dates and delivery notes are sent within the shipping requirements.
• Answer telephones, address issues and complaints, or re-direct customers as needed.

Qualifications:

• High School Diploma or GED required; Associates degree preferred.
• Must have excellent organizational and time management skills.
• Able to work in fast-paced team environment as well as independently.
• 7+ years customer service experience required.
• Experience working with complicated order entry and order management is a plus.
• Experience in a high-volume inbound and outbound call center environment with computer input while taking calls is preferred, with proven multi-tasking ability.
• Proficient computer skills: MSWord, Excel and Outlook.
• Experience in SAP strongly preferred, or Oracle, AS400, or JD Edwards ERP systems at a minimum. Experience in Salesforce CRM a plus.
• Display a positive attitude, strong work ethic, energetic initiative, and self-motivation to complete assigned work and meet goals.
• Must be a team player.
• Able to understand, support and follow company policies and procedures.
• This is an in office position, must be able to work out of the corporate office in Rolling Meadows, IL 5 days a week.

Compensation:

The starting salary range for this position is $50,000 - $56,000 per year, commensurate with experience and qualifications. Compensation for this position also includes a bonus. Benefits include access to health, life, and disability insurances partially paid by the employer, paid time off, a 401(K) match, and future profit-share type earnings.