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 logsreports 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