Customer Care Associate Job at Republic National Distributing Company
Overview: The Customer Care Associate II reports to the Customer Care Supervisor II and is responsible for helping RNDC internal and external customers with questions or concerns regarding customer accounts. Responding to e-mails, calls, and web inquiries, the individual will utilize computerized systems, foundational knowledge of company products and published materials/secondary resources to address routine operational inquiries. Additionally, the associate will interact with other internal team members in Enterprise Business Services, Operations, and Sales in such a way as to meet and exceed the company’s objectives by performing the following duties. Responsibilities: Monitor and resolve problems, questions, and/or inquiries from RNDC external customers as well as RNDC Drivers and Sales team members (among others) regarding customer account details (e.g., one-off changes to orders, requests for delivery information, and inquiries for relevant documents).
- Triage/send incoming non-customer care e-mails/calls/e-inquiries to other parts of Enterprise Business Services (e.g., Accounts Payable (AP) and Accounts Receivable (AR)) or other RNDC departments (e.g., Sales) as appropriate.
- Build, maintain, and demonstrate in-depth working knowledge of all technology and/or reports required (e.g., 9ci, e-RNDC) to support customer requests.
- Schedule route changes and goods/product pick-up (e.g., warehouse breakage, customer un-saleables and return authorizations) to support RNDC delivery and sales associates.
- Track/update required documentation and submit payment to ensure customer licenses are renewed/updated in a timely manner.
- Verify/validate incoming information from potential new customers and forward to Data Management Associate and local operations routing teams.
- Edit existing customer/account information to ensure accurate and timely changes to relevant information are documented appropriately.
- Work collaboratively with other internal team members and customers as needed to obtain required information from and share results with appropriate stakeholders. Qualifications: High school degree; one to three years of experience, of which one or more should be job-related experience; or equivalent combination of education and experience. Associates degree or higher preferred and three plus years of job-related experience preferred. We are an Equal Opportunity employer.
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