Customer Care Manager

Internal sales order management
Reference number: 11023

 

Summary

The Customer Care Manager’s (CCM) primary responsibility is to provide customer support and manage the Order to Cash process, where assigned, for the company. The ability to effectively communicate, both verbally and in writing, technical details concerning RATIONAL USA equipment, accessories, consumables, and spare parts in order to support customers, internal staff, and our business partners is crucial to the success of this position.  The CCM role is based in our Rolling Meadows, IL USA headquarters office.

 

Responsibilities include:

  • Ensure order accuracy and support of Sales, Manufacture Representatives and Dealers in assigned territory by learning and understanding complex equipment configurations.
  • Review all orders for correct configuration, prices, ship dates and inventory availability and adhere to order process corporate authorization guidelines.
  • Process accurate orders same-day and continuously manage and own Territory Order Log report.
  • Support sales process, including coordinating needs of End Users, Equipment Dealers, Manufacturer’s Representatives, Regional Sales Managers and Regional Sales Directors.
  • Manage Salesforce and SAP customer master data accounts setup including applications and acting as liaison with the Finance Department.
  • Issue Return Good Authorization requests (damaged or refused freight, incorrectly ordered) and manage credits as required.
  • Monitor, log, prioritize, and dispatch chef training for assigned territory.
  • Provide feedback to sales team on order status detailing ship dates, requirements to ship, site survey status/results and any changes impacting ship dates and partner with Regional Sales Managers and Directors in accomplishing required monthly territory forecast goals.
  • Partner with Distribution Center to ensure orders are shipped on required ship dates and delivery notes are sent within the shipping requirements
  • Answer telephones, address issues and complaints, or re-direct customers as needed.

 

Qualifications include:

 

  • High School Diploma or GED required; Associates degree preferred.
  • Must have excellent organizational and time management skills.
  • Able to work in fast-paced team environment as well as independently.
  • 7+ years customer service experience required.
  • Experience working with complicated order entry and order management is a plus
  • Experience in a high-volume inbound and outbound call center environment with computer input while taking calls is preferred, with proven multi-tasking ability
  • Proficient computer skills: MSWord, Excel and Outlook.
  • Experience in SAP strongly preferred, or Oracle, AS400, or JD Edwards ERP systems at a minimum.  Experience in Salesforce CRM a plus.
  • Display a positive attitude, strong work ethic, energetic initiative, and self-motivation to complete assigned work and meet goals
  • Must be a team player.
  • Able to understand, support and follow company policies and procedures.

 

Our offer
Would you like to drive an innovative company forward even more efficiently, even more profitably? Are you looking for an interesting role and personal growth?  Then you’ve come to the right place. We believe in an open and modern working environment where employees can constantly develop and challenge themselves. But above all, our success is characterised by our strong team. We work with true professionals who keep an eye on every figure and always focus on the customer benefit. With team spirit and a strong sense of responsibility, they achieve excellent results, which we value with performance-based remuneration and attractive fringe benefits.

Our company
RATIONAL is the world market and technology leader when it comes to hot food preparation. Thanks to innovative high-tech solutions for professional kitchens around the world, our growth and profitability are exceptionally sustainable. Turnover is over 649 million euros and our global market share is over 50%. More than 2,300 employees currently benefit from this. Maybe you will soon too, because if you are just as enthusiastic about these figures as we are, we look forward to receiving your application.

If you have any questions in advance, please contact Erin Demos at e.demos@rational-online.com.
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RATIONAL Cooking Systems, Inc. | 1701 Golf Rd. Suite C-120 Commercium | IL 60008 Rolling Meadows | Vereinigte Staaten (US)