Customer Care Order Management Representative

About Collabera
Collabera is the largest minority-owned Information Technology (IT) staffing firm in the U.S., with more than $525 million in sales revenue and a global presence that represents approximately 10,000 professionals across North America (U.S., Canada), Asia Pacific (India, Philippines, Singapore, Malaysia) and the United Kingdom. We support our clients with a strong recruitment model and a sincere commitment to their success, which is why more than 75% of our clients rank us amongst their top three staffing suppliers.

Not only are we committed to meeting and exceeding our customer’s needs, but we are committed to our employees’ satisfaction as well. We believe our employees are the cornerstone of our success and we make every effort to ensure their satisfaction throughout their tenure with Collabera. As a result of these efforts, we have been recognized by Staffing Industry Analysts (SIA) as the “Best Staffing Firm to Work For” for four consecutive years since 2012. With over forty offices globally and a presence in seven countries, Collabera provides staff augmentation, managed services and direct placement services to Global 2000 Corporations. Collabera is ranked amongst the top 10 IT staffing firms in the U.S., and for the past 24 years we have continued to grow rapidly year after year.

For consultants and employees, Collabera offers an enriching experience that promotes career growth and lifelong learning. Visit www.collabera.com to learn more about our latest job openings.

Awards and Recognitions
--Staffing Industry Analysts: Best Staffing Firm to Work For (2015, 2014, 2013, 2012)
--Staffing Industry Analysts: Largest U.S. Staffing Firms (2015, 2014, 2013)
--Staffing Industry Analysts: Largest Minority Owned IT Staffing Firm in the US.

Job Details:

Position Title:  Customer Care Order Management Representative 

Location:  Nashville, TN 

Duration: 5+ Months (could go beyond)

Position Overview:

The Customer Care Order Management Representative provides factory-based support to end-user customers and dealers seeking product information, technical information through prompt assistance to customers through various mediums acting as a customer advocate. Order management utilizes the knowledge and understanding of supply chain management processes and works side by side with clients to provide customizable logistic solution tailored to the individual customers’ needs.

Characteristics of Customer Care:

· Demonstrates positive attitude and willingness to learn

· Takes initiative to suggest improvements and able to define possible solutions.

· Communicates effectively with team members to build a great working environment.

· Displays a customer focused approach and passion to support customers

· Responsive and adaptable to new challenges

· Demonstrates strong work ethics acting as an example to others

· Able to multi-task at high levels with multiple programs running and managing all medias

The responsibilities of this role include, but are not limited to the following:

· Document customer interactions information within, client’s strengthening the link between the customer and the factory

· Build a professional relationship with customers to increase loyalty in the products

· Ability to maintain professionalism with composure and resilience

· Provide Intermediate direct and prompt assistance to customers through various media (phone, email, letter, and fax), acting as a customer advocate

· Resolve less common customer issues through a broad understanding of client’s processes, systems, and practices

· Ability to work in a cross-functional organization, building relationships and managing conflict with customer

· Ability to escalate internally and externally as required providing documentation throughout process

· Willingness to share information by providing assistance to peers while having openness to learning and contributing to the development of a positive work environment within Customer Care

· Support contact center quality improvements and response targets

· Effective time management skills

· Ability to be flexible with time constraints and scheduling if applicable

Position Requirements:

· While a minimum of a High School Diploma is required, the manager would prefer to see someone with an Associates or even a Bachelors’ Degree

· Minimum 2 years’ experience in a customer support role is preferred

· Familiar with computer related programs such as MS Suite (Word, Excel, Power Point, etc.), Internet, Intranet, etc.

· Able to type 30 WPM

· Representatives should be Intermediate (familiar to proficient) in the application of customer service knowledge/skill set in a wide range of work situations

· Ability to manage conflict and diffuse situations to provide optimal resolution

· Should possess Intermediate (familiar to proficient) skills in planning/organizing, problem solving, attention to detail, accuracy, and professionalism

· Management of assigned accounts/end users/distributors/ in house customers aligned with Service Level Agreement that includes but not limited to daily/weekly/monthly reporting measures, communication with details, follow through with deliverables, etc.

· Able to advise of status at any time throughout the process of customer experience

· Work with internal Customer Care employees, distributors, suppliers, and other business units to maximize service to customers.

To know more about this position, please contact:

Ujjwal Mane

973-805-7557

ujjwal.mane(at)collabera.com