Customer Care Agent

About Terryberry (formerly Williams Recognition Ltd)

We are Terryberry, the recognition and engagement company that ignites employee success. While we have been in the business of employee recognition for +100 years, we are entering one of the most exciting times of our history as we transition to an employee engagement SaaS led organization. We are headquartered in Grand Rapids, MI; with locations throughout North American and the UK. Are you interested in joining a dynamic growth company which has a real purpose?

We are looking for

We are looking for a customer-focused, service-oriented individual to join our Customer Care Team. Our ideal candidate has customer service experience, professional communications skills (written and verbal), and is proficient in Microsoft Office. We require you to perform well in a team environment. This position requires high attention to detail and accuracy.

You will also be asked to process orders, modifications, and escalate complaints across several communication channels. To do well in this role you need to be able to organize and prioritize tasks and have experience working with Microsoft Office. You must work well in a team environment and display a willingness to learn and grow with the company.

Training will be provided.

Candidates will be asked to complete a brief (5 to 10 minutes) survey.

Responsibilities

The Customer Care Agent is responsible for:

· Acting as a liaison between the client and the Customer Account Manager

· Assisting Customer Account Managers in reviewing product selections for clients

· Providing information, answering questions and accurately and efficiently resolving emerging problems that clients may face

· Assisting clients with placing orders, changing orders, ETA requests, product inquiries, warranty questions etc...

· Preparing Return Material Authorizations (RMA) and coordinating product returns with our purchasing department

· Preparing and providing shipping information to clients for product returns

· Participating in team meetings

· Documenting client interactions, comments and complaints

· Answering inquiries from Receiving, wrapping, shipping departments

Other miscellaneous tasks as required

Are you up to the challenge?