Senior Office Manager, Retail
MITER Brands
ERP
Customer Care Advocate
Regal Rexnord
full-time
Posted on:
Location Type: Hybrid
Location: Radford • Virginia • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ERPOracle
About the role
- Act as a liaison between Facility and Customer by effectively communicating day-to-day issues impacting customers
- Receive incoming calls with the goal of immediate resolution or re-direct call to appropriate associate to support service standards of 95%+ accessibility and first call resolution
- Provide quotations on standard products utilizing tools or procedures
- Enter orders into ERP system with 24 hours of receipt of order with high accuracy levels
- Act as the customer advocate with internal teams
- Review and validate customer requests for credits/debits
- Promote/train distributors and customers in the use of self-service tools
- Issue RMA’s (Return Material Authorizations), interpret and quote repair policies and procedures, and follow up to obtain approvals where needed
- Work with Operations to expedite deliveries as required by customer
- Maintain customer records to include orders, credits and other customer facing documents
- Promptly address customer issues or complaints with the assistance and/or input of other internal associates
- Perform order verification and order entry tasks
- Participate in required onsite training for 6-8 months, then continue onsite or transition to remote with management approval
Requirements
- 5 years’ Customer Service-related experience preferred
- 2-year degree in related field preferred
- Experience in Regal Customer Care operations is preferred
- Ability to lead by example, setting high standards for effective communication both internally and externally
- Basic computer skills including Microsoft Office Products (Excel, Word, Power Point & Outlook)
- Previous experience with an ERP system preferred (Oracle & Epicor)
- Demonstrated ability to learn quickly with a willingness to obtain functional knowledge and understanding of company products, policies and procedures
- Excellent oral & written communication skills
- Superior telephone etiquette
- Ability to understand and respond to customers in a dynamic, fast-paced environment
- Demonstrated ability to work independently and in a team environment to improve the service levels to customers
- Strong organizational skills
- Ability to work well in stressful situations and to remain calm and positive in adverse situations
- Ability to manage multiple tasks with frequent interruptions
- Ability to prioritize tasks while meeting deadlines for completion
- Dependability
- Training required onsite at Customer Support Center in Radford, Va.
- Language – English
- Physical demands: occasionally lift and/or move up to 25 pounds; specific vision abilities required
Benefits
- Medical, Dental, Vision and Prescription Drug Coverage
- Spending accounts (HSA, Health Care FSA and Dependent Care FSA)
- Paid Time Off and Holidays
- 401k Retirement Plan with Matching Employer Contributions
- Life and Accidental Death & Dismemberment (AD&D) Insurance
- Paid Leaves
- Tuition Assistance
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ERP systemOracleEpicorMicrosoft OfficeExcelWordPowerPointOutlookorder verificationquotation
Soft skills
effective communicationtelephone etiquetteorganizational skillsability to work independentlyteamworkability to manage multiple tasksdependabilityability to prioritize taskswillingness to learncalm under pressure
Certifications
2-year degree
