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Consumer Inquiry Representative in Houston, TX at ITW Polymers and Fluids

Date Posted: 11/16/2018

Job Snapshot

Job Description

Consumer Inquiry Representative

The Consumer Inquiry Representative at ITWGB will mainly be responsible to answering/assisting consumers through telephone call inquiries on all ITWGB products.  Serve as a key contact and liaison for customers to ensure customer satisfaction; taking a proactive approach to servicing customer’s needs. The position reports to a remote Director.

Other responsibilities include:

            Respond to customer inquiries and requests via telephone, email, chat (web), and social media in a timely fashion

            Document all inquiries, requests, resolutions, and follow-up tasks

            Ability to cross-functionally work with the R&D and Marketing teams [and other teams as needed] to accumulate documents/materials that would help to answer consumer questions on ITWGB products

            Ability to develop keen sense of product portfolio and demonstrate credibility when dealing with customers (internal and external)

            Escalate inquires and requests as necessary to the appropriate department or person following outlined guidelines

            Communicate as a company representative with appropriate level of courteousness and empathy to all customers

            Perform research to answer customer inquiries and requests

            Log details of daily calls in a common drive or database for monthly reporting and future reference

            Provide insights in the themes related to customer concerns related to ITWGB products

            Procure & maintain an inventory of products on-site for consumer product replacements

            Requires ability to use independent judgement, while knowing when to seek guidance and help

            Adhere to company policies on product refund/replacements; use judgement on when policy is not sufficient to address the concern

            To assist in miscellaneous marketing activities, as needed

Requirements

  • 3 years or more Customer Service experience
  • experience / support
  • Strong verbal and communications skills
  • Organized and Thorough, with strong eye for details 
  • Familiarity with MS Word, Excel, Outlook and other standard computer interface programs
  • Ability to work between 8:00 AM to 5:00 PM CST

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