Job Title: Location: Customer Care Professional
Location: Cadillac, MI
Purpose of Position:
To support the customer service team in providing single-point-of-contact resolution of all customer facing and sales team requirements, to include all necessary coordination with the operations, service, training, and engineering teams.
Essential duties and/or Functions:
- Responsible for all aspects of order processing in ERP systems for US and International orders received via mail, email, fax, and telephone.
- Process quotes, orders and returns.
- Assess customer requirements and provide basic product and technical assistance for order placement by utilizing catalogs, price lists and sales aids. Coordinate on behalf of the customer to resolve all issues requiring further investigation.
- Resolve order issues as needed by working independently and with Sales, Manufacturing, and Customer Service Manager.
- Maintain daily sales order logs\reports and provide to management.
- Respond quickly and professionally to customer inquiries pertaining to product questions, order status, pricing, etc.
- Coordinate business reviews of pending orders with all interested parties.
- Participate in the management of expected incoming orders against projected production output.
- Log and drive the resolution of customer concerns.
- Coordination of test and evaluation equipment activities.
- Execution of repair quote generation, billing, and shipment.
- Collection of all necessary customer data, to include satisfaction survey results.
- Work continuously to improve the efficiency and effectiveness of all processes.
Required Minimum Qualifications:
- Excellent written and oral communication skills
- Strong organizational skills and the ability to multi-task
- Applicable experience demonstrating professionalism, judgment, tact, and diplomacy in dealing with internal and external customers
- Self-motivated, independent worker with the ability to solve problems and make decisions
- Detail oriented and driven to prevent problems before they occur
- Demonstrable excellent Microsoft Office skills to include Excel, Outlook, Word, and Teams
- Capable of thriving in a fast-paced, constantly changing work environment
- Enterprise management software experience
- Two years of college, or equivalent applicable industry experience
Preferred/Desired Skills or Experiences:
- Fluency in Spanish, Portuguese and/ or Canadian French preferred
- Experience working in an industry supporting military, law enforcement or fire-fighting
- Internal sales experience
- Experience with Sage X3, ZenDesk, or Shopify
- Associate or bachelor’s degree
Required Training:
- Applicable internal process and system training to include product portfolio pricing and basic technical information.
- GQMS procedures
- Business processes
- ZenDesk
- ACE navigation
- Sage X3
- Sharepoint as necessary based on previous experience.
- Expectations for written and verbal etiquette when interacting with customers and peers.
About Avon Protection:
We design and produce life-critical personal protection solutions for the world’s militaries and first responders. With a portfolio that includes Chemical, Biological, Radiological, Nuclear (“CBRN”), protection. We do this through our two brands, Avon Protection and Team Wendy. Our mission is to provide unparalleled protection for those who protect us, giving them the confidence to tackle challenging situations and helping them get home safe.
What We Offer:
- Flexible Schedule
- Competitive Compensation Package
- Medical, Dental, Vision Insurance
- 401k Matching
- Tuition Reimbursement
- Learning and Development Initiatives
This job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the job requirements, management reserved the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.
Responsibilities of this position may include direct and/or indirect physical or logical access to information, systems, technologies subjected to the regulations/compliance with U.S. Export Control Laws.
U.S. Export Control laws and U.S. Government Department of Defense contracts and sub-contracts impose certain restrictions on companies and their ability to share export-controlled and other technology and services with certain "non-U.S. persons" (persons who are not U.S. citizens or nationals, lawful permanent residents of the U.S., refugees, "Temporary Residents" (granted Amnesty or Special Agricultural Worker provisions), or persons granted asylum (but excluding persons in nonimmigrant status such as H-1B, L-1, F-1, etc.) or non-U.S. citizens.
To comply with these laws, and in conjunction with the review of candidates for those positions within Avon that may present access to export controlled technical data, Avon must assess employees' U.S. person status, as well as citizenship(s).
The questions asked in this application are intended to assess this and will be used for evaluation purposes only. Failure to provide the necessary information in this regard will result in our inability to consider you further for this particular position. The decision whether or not to file or pursue an export license application is at Avon’s sole election.
Must be legally authorized to work in country of employment without a sponsorship for employment visa status (e.e. H1B status).
The anticipated salary range for candidates who will work in Cadillac, MI is $45,000 to $55,000 annually. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, type and years of experience within the industry, education, etc.
EOE AA M/F/Vet/Disability
