Customer Relations Coordinator I

Imagine working for a company that knows their employees are the key to its success, a company that provides exceptional results while being environmentally conscious and ahead of the curve in research and development; MicroCare LLC is that company. We are a trusted global provider of critical cleaning solutions with a best-in-class employee population. Currently we are searching for a Customer Relations Coordinator I at our New Britain headquarters.

MicroCare, LLC is an ISO 9001:2015 registered company specializing in cleaning coating and lubricating fluids used in the installation and manufacture of a broad range of products in the electronics, medical, fiber optic and metal fabricating industries. Since 1983 we have pioneered hundreds of environmentally progressive and sustainable products in response to emerging regulatory demands and our customers' evolving cleaning and coating needs.

Voted as one of the best places to work in Connecticut, two years in a row, MicroCare is a company with a heart. At all our facilities in Connecticut and across the globe, we work in a cheerful, inclusive, and collaborative environment where we respect, encourage, and support our customers, our suppliers and each other. We like to laugh; have fun and we make an important impact. 

MicroCare, LLC offers competitive salaries and benefits: Medical, Dental, Disability, 401k plan, Holiday and Paid Time Off. We strive to connect with, engage with and improve the lives of our employees, our customers, and the communities in which we operate. We are headquartered in central Connecticut accessible from both Greater Hartford and New Haven.

RESPONSIBILITES

1. Serve as the first point of contact by answering and routing all incoming company-wide telephone calls, ensuring inquiries are directed promptly and professionally to the appropriate personnel or department. Receive, sort and distribute the mail daily.

2. Provide responsive customer service support on inquiries for all product platforms.

3. Monitor company email account, respond to general inquiries; enter technical requests and leads into CRM for sales team.

4. Enter all customer invoices into ERP, ensure proper shipping/tracking information is noted and confirm profit margins on products. Process all credit card transactions at the time of invoice. 

5. Assist AR department with tracking and resolution of outstanding invoices.

6. Process sample orders in ERP with quotes and instructions provided by Sales/Customer Relations team, in turn, respond in CRM with order number and estimated ship date.

7. Add no-charge samples and sales materials to orders and confirm mode of shipping.

8. Maintain electronic filing system in SharePoint for invoices and customer information.

9. Support the development of monthly representative commission reports and maintain monthly spreadsheets for distribution to sales team.

10. Respond to assigned rebate requests; provide next level Chemours rebate request information to CRC II.

11. Manage the COCs, COTs and COAs per customer request and organize within Customer Relations and Marketing shared electronic files.

12. Perform regular data hygiene in ERP and update CRM notebook on customer activity.

13. Track departmental metrics and generate reports upon request.

14. Promote an incident free workplace by complying with safety policies and procedures and participating in company safety trainings.

15. Perform other related duties as required and assigned.

COMPETENCIES/EXPERIENCE

• Independent judgment is required to plan, prioritize, and organize a diversified workload
• Ability to prioritize and work independently in every changing environment
• Respond to sense of timeliness and urgency
• Be self-directed and motivated
• Excellent verbal and written communication

MINIMUM QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The job requirements below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• High School diploma and two years of related Customer Service experience in an office setting
• Highly proficient in Microsoft Office Suite and SharePoint, with advanced skills in Microsoft Excel required
• Experience in customer service, order management, or related administrative role
• Excellent interpersonal skills with strong active listening practices
• Strong collaboration skills, ability to work with different internal departments and external customers
• Efficient organizational skills, effectively managing multiple customer interactions, tracking internal work such as filing and retrieving detailed information upon request

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

PREFERRED QUALIFICATIONS 

• Bilingual (Spanish)
• Prior experience in industrial or chemical manufacturing environment
• Experience with ISO 9001 
• Prior experience with Chempax, VB, CRM or other ERP
• Understanding of shipping, logistics, and      inventory processes; knowledge of chemical product handling or regulatory      requirements (such as SDS, DOT, IMDG, IATA, or OSHA standards).