• Job Description

  Req#: 31601

  Information about Customer Service Specialist

  Work Location: Remote

  Shift: Office Hours

  Formulated to Care

  For more than 75 years, GOJO, Makers of PURELL® has been powered by people who are energized by helping the world experience greater health and well-being.

  The positive impact of our PURELL® hand and surface hygiene solutions is driven by our global community of highly collaborative and talented team members who love to learn, innovate, care for each other, and deliver our Purpose of Saving Lives and Making Life Better.

  Role Objective

  Provide timely and quality service to customers, and other internal or external stakeholders through web, email and teleservice techniques. Deliver order fulfillment support which meets or exceeds the expected customer experience and service value outcomes. Focus on the engagement needs of stakeholders seeking information or action through timely and accurate responses to inquiries. Be a conduit to information through the use of systems such as ERP/SAP, CRM, SPO sites, websites, and others required to meet needs.

  Essential Functions and Responsibilities

  • Respond to inbound product and order questions, and customer issues
  • Respond to incoming phone calls and email cases within the timeframe expected
  • Gather data from internal and external sources to expedite response or issue resolution
  • Document and ensure accurate, complete and up-to-date account information in CRM
  • Provide ongoing maintenance of customer data in accordance with established processes
  • Respond to web inquiries and/or feedback requests about products online and initiate proactive communications to customers as needed
  • Troubleshoot and resolve basic Tier 1 customer quality issues
  • Team with the Returns Specialist to create and maintain RGAs
  • Monitor and respond to inbound order questions or issues
  • Responsible for the daily execution of order fulfillment activitivies, including but not limited to releasing and maintaining orders
  • Participate in cross-functional teams for issue resolution and process creation/update
  • Ensure that the enterprise and customers' service levels are met or exceeded
  • Knowledge of GOJO SKUs, policies and procedures

  Education and Experience

  High School Diploma required; associate degree preferred. One (1) to three (3) years ' experience with customer service, administrative support, sales support, or operations support in a business-to-business environment. ERP (SAP a plus) and CRM (Salesforce.com a plus) system knowledge preferred.

  Competencies

  Drives Results

  Cultivates Innovation

  Collaborates

  Customer Focus

  Being Resilient

  Supervision/Coordination

  Guidance and direction provided by the Customer Service Manager

  Role Type

  Mostly Virtual - Less than 10% on-site work

  Physical Requirements

  Office Worker - Work Environment

  Travel Requirements

  Travel between campus locations in Northeast Ohio as needed

  To Apply:

  To apply for this position, please complete the online application process. You will have an opportunity to include your resume and a cover letter. GOJO is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability. Applicants must be lawfully authorized to work in the United States.

  Recruiters, Search Agencies or others referring candidates to GOJO Industries, Inc. without written authorization from GOJO Industries, Inc. Human Resources will not be compensated in any way for their online referral even if GOJO Industries, Inc. hires the candidate. GOJO does not seek or respond to unsolicited resumes for positions that are not listed in the Careers section.

• About the company

  GOJO Industries, Inc., is a privately held manufacturer of hand hygiene and skin care products founded in 1946, in Akron, Ohio, where it is again headquartered after a period in Cuyahoga Falls.

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