SPECIALIST, CUSTOMER RELATIONS -III

Specialist III, Customer Relations

ABOUT LCI

The mission of LCI is to provide meaningful employment for the blind and visually impaired. We accomplish this in four ways :

• EMPLOY : We are one of the largest employers of people who are blind, creating meaningful careers and lasting skills that transform their lives.
• BUILD : We create over 2,000 products and distribute thousands more through manufacturing, retail, nationwide distribution, and e-commerce channels.
• SERVE : Many of our products are sold directly to the federal government. We were pioneers of base supply centers, stores on military bases that employ the blind and visually impaired and provide mission-critical supplies to our nation's military.
• SUPPORT : We want to end blindness forever. To that end, we engage in philanthropic efforts for research into blindness and treatment for the visually impaired.

ABOUT THIS ROLE

The Specialist III, Customer Relations will perform daily customer service functions. Must be experienced and skilled in computer systems to include e-mail, spreadsheets, and website navigation.

LOCATION AND SCHEDULE

Durham, NC - Hybrid

Monday-Friday 7 : 30 AM - 4 PM

KEY RESPONSIBILITIES

Engage with customers to create, and employ business strategies to meet the customer and contract requirements. One year experience in a related field, preferably within a sales, customer service, or office environment.

QUALIFICATIONS

• Manage customer business processes from order to cash, to ensure contractual and customer obligations are met.
• Interact with 3rd party customer, and order management websites to obtain and update order flow.
• Use critical thinking skills to apply LCI policy and customer requirements, to solve undocumented, complex problems.
• Occasionally create reporting to articulate customer specifics direct to customer or to be shared with internal departments.
• Provide feedback to their direct report and in internal / external meetings on process gaps and process improvements.
• Ensure that transactions have expected margin return.
• Provide and ensure white glove customer and company representation.
• Be well informed of how customer requirements align with business processes across multiple departments within the company
• Process and assist customers with shipping discrepancies (shortage, overage, mispicks and returns).
• Communicate with customers and carriers to obtain and provide point of contact for deliveries.
• Engage in vendor relations, processing dropship purchase orders, quotes, and obtaining status of pending shipments.
• File claims with transportation carriers to recoup fees for the company.
• Process and coordinate volume discount quotes with customers to maximize margin and opportunity
• Processing incoming orders for the department and respond to customer requests and / or complaints via phone and email.
• Maintaining customer database ensuring information is current. Enter new customers into system. Direct customers through process of becoming a new customer
• Provide customers with order status and other item details including quotes, per request.
• Promote website to potential customers calling in.
• Assist the team / customers with order flow to ensure on time delivery.
• Other duties as assigned.

Why LCI?

• Purpose-driven company driven by principles, not profit
• Reach your highest potential : upward mobility, rewarded through hard work
• Competitive salary and compensation
• Basic Life Insurance at no cost to the employee
• 401(k) with match and Surplus-Sharing Plans
• Health, Dental, and Vision Insurance
• Ten paid holidays annually
• Paid Time Off (PTO)
• On-site Health and Wellness program
• Employee Assistance Program (EAP)
20 hours ago