Job#: 2031862

Job Description:

Apex has an exciting hybrid opportunity for a Customer Care Associate for a global and well-recognized clientinthe Food & Beverage industry in the Greater Philadelphia Region!

Customer Care Associate Job Purpose/Overview The Customer Care Associate helps to ensure outstanding "voice of the market" support our home consumers (direct through e-commerce sites, e-trade partners marketplaces, and indirect served by traditional retailers) and business' customers in the away from home channel (offices and vending distributors, bars, restaurants, and hotels). The Customer Care Associate will be responsible for all aspects of customer satisfaction and care by working closely with the Call Center and Customer Service teams to ensure the proper Customer Care procedures and processes are followed and that they voice of the market is accurately represented in the business. Essential Duties & Responsibilities

• Review Customer Relationship Management (CRM) Data for Accuracy
• Be an expert and resource for the CRM systems to be able to support activities and processes
• Partner with the Call Center and Customer Service teams to ensure that the proper Customer Care procedures and processes are being followed
• Track and ensure that the proper Customer Care procedures are followed for customer/consumer claims
• Analyze data for trends that can be escalated to the business to improve the Customer Experience
• Create and maintain documentation such as call scripts, macros, and standard responses to help support the Call Center to ensure a seamless Customer Experience
• Interact with Line Managers and Customer Care HQ to be aligned with Customer Care standards (Global Q&A, global products troubleshooting, claims management rules, etc), new initiatives, governance/policies updates and Customers/Consumers escalations
• Manage all Customer/Consumer escalation in an effective and timely manner
• Investigating complaints and inquiries and providing resolutions in a timely and accurate manner
• Performing follow up on all issues requiring investigation
• Partner with the Sales channels to ensure the proper customer satisfaction is met
• Interact with various internal departments regarding product quality or voice of the market concerns to ensure proper responses to customers
• Performs other related duties and assignments as required

Education & Professional Qualifications

• Bachelor's or Associates Degree in Business, Communications, or Business/Administration
• 3-5 years in a Customer Service or Call Center Role 3 or equivalent experience is required
• Familiarization work within a Call Center environment
• Proficient in Customer Service and Customer Care practices and processes
• Knowledge of Systems: SAP CRM, Salesforce, Gorgias, Microsoft Office Suite
• Experience in conflict resolution techniques
• Sales and e-commerce experience preferred
• Customer Oriented
• Outgoing Personality
• Demonstrates a positive, enthusiastic, friendly attitude
• Effective time management capability
• Ability to learn, seek knowledge and self-development

EEO Employer

Apex Systems is an equal opportunity employer.