Velcro Companies
Customer Relations Specialist- Transportation
Velcro Companies, Manchester, New Hampshire, us, 03103
It’s a great time to join Velcro Companies!**Essential Job Functions:****Job Qualifications:****Education and Experience*** Associates degree preferred* Minimum of 3+ years of experience in a similar customer service, sales support or account management role.* Prior work experience in a manufacturing environment required.* Knowledge of customer service principles and best practices.* Proficient in MS Office applications; including Outlook, Excel, Word, and PowerPoint as well as Salesforce and Five9. Experience with Oracle order entry preferred and EDI is a benefit.* Strong communication skills, both oral and written.* Professional demeanor and proven conflict resolution skills.* Passion for servicing our customers is a priority.* Ability to maintain proficiency in the customer service systems, processes, product offerings and workflow of critical functional areas outside of CS.**Key Competencies*** Customer Focused* Critical thinking and problem-solving skills* Planning and organizing* Decision-making* Strong oral and written communication skills* Teamwork* Conflict management* Ability to identify technical or customer issues needing escalation* Adaptability* Stress tolerance* Work with all levels of the organization in an effective manner* Technical/Functional Skills* Learning Agility* Time Management* Organizational Agility* Interpersonal Savvy**OUR COMMITMENT TO SAFETY AND EMPLOYEE WELL-BEING**Fostering a culture where people thrive—safely, purposefully, and with opportunity.
At Velcro USA Inc., we are committed to creating a workplace where employees feel valued, supported, and empowered to grow. We offer competitive pay, a comprehensive benefits package, and generous time-off to meet the diverse needs of our workforce. Our culture encourages advancement and provides opportunities for both personal and professional development.**Safety** is a core value at Velcro USA Inc. and an essential part of every role. We are dedicated to maintaining a safe, healthy work environment through strict adherence to our Global Safety Rules and our goal of achieving Zero Injuries of Any Kind (ZIAK). Employees are expected to complete required safety training, use personal protective equipment (PPE), report unsafe conditions, and follow protocols for fall protection, lockout/tagout (LOTO), hot work, and confined spaces. Together, we foster a culture of prevention, accountability, and care.**Health and Welfare Benefits:**Medical and Prescription Coverage (HSA and HRA Options)Dental CoverageVision CoverageFlexible Spending Accounts*Award Winning* Wellness and Incentive ProgramLife InsuranceShort- and Long-Term DisabilityBusiness Travel Accident InsuranceVoluntary Accident & Critical Illness InsuranceEAP (Employee Assistance Program)**Retirement Savings Plan**401(k) Saving Plan *with generous 5.5% Company match and Immediate Vesting***Time-Off Benefits**Paid Vacation TimePaid Sick TimePaid Parental Leave13 Paid Company Holidays**Other Benefits and Programs**Tuition Reimbursement ProgramFinancial Wellness Benefit – Smart DollarEmployee Recognition ProgramsEmployee Resource GroupsCharitable or Educational Matching Gift ProgramEmployee Referral Bonus ProgramVelcro Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.**Job Objective:**
The Customer Relations Specialist plays a vital role in delivering an exceptional customer experience by managing direct inquiries through E-Mail communication and Salesforce. This role is specifically focused on supporting Velcro USA’s **T****ransportation** **business segment**, requiring a high level of accuracy, empathy, and responsiveness. The specialist will proactively identify opportunities to improve efficiency and streamline processes that enhance service delivery and customer satisfaction. Collaboration and teamwork are essential in fostering both employee engagement and customer loyalty. This is a hybrid position requiring 2-days per week on-site at our Manchester location (Tuesdays and Wednesdays), and 3-days remote work.* Responsible for day-to-day servicing of existing customers through order processing, accurate and timely communication, problem resolution, and follow-through to fulfill customer needs. Experience with EDI activity and functionality is beneficial* Managing high-revenue accounts, attending weekly meetings with customer to review releases and accessing customer portals to confirm purchase orders.* Assist customers with order management, provide information on pricing and stocking levels, and work to resolve pricing, billing, and shipping issues* Act as the primary contact for customers collaborating with internal departments (i.e. sales, marketing, manufacturing, and supply chain)* Utilize the ERP system to enter and manage orders, process quality complaints, and research and resolve customer issues* Work in accordance with the organizational and departmental policies and procedures.
Meet and exceed defined CRS metrics and objectives* Support management in proactively communicating with customers on open order/past due order issues* Maintain proficiency in the customer service systems, processes, product offering and workflow of critical functional areas outside of customer service* Responsible for covering co-workers’ absences i.e. vacation, sick, leave of absence* Assist with projects as assigned* Participate in ongoing training* Run reports using Orbit, such as open orders and shipment reports.* Other duties and responsibilities may be assigned in order to support customer and departmental needs #J-18808-Ljbffr
At Velcro USA Inc., we are committed to creating a workplace where employees feel valued, supported, and empowered to grow. We offer competitive pay, a comprehensive benefits package, and generous time-off to meet the diverse needs of our workforce. Our culture encourages advancement and provides opportunities for both personal and professional development.**Safety** is a core value at Velcro USA Inc. and an essential part of every role. We are dedicated to maintaining a safe, healthy work environment through strict adherence to our Global Safety Rules and our goal of achieving Zero Injuries of Any Kind (ZIAK). Employees are expected to complete required safety training, use personal protective equipment (PPE), report unsafe conditions, and follow protocols for fall protection, lockout/tagout (LOTO), hot work, and confined spaces. Together, we foster a culture of prevention, accountability, and care.**Health and Welfare Benefits:**Medical and Prescription Coverage (HSA and HRA Options)Dental CoverageVision CoverageFlexible Spending Accounts*Award Winning* Wellness and Incentive ProgramLife InsuranceShort- and Long-Term DisabilityBusiness Travel Accident InsuranceVoluntary Accident & Critical Illness InsuranceEAP (Employee Assistance Program)**Retirement Savings Plan**401(k) Saving Plan *with generous 5.5% Company match and Immediate Vesting***Time-Off Benefits**Paid Vacation TimePaid Sick TimePaid Parental Leave13 Paid Company Holidays**Other Benefits and Programs**Tuition Reimbursement ProgramFinancial Wellness Benefit – Smart DollarEmployee Recognition ProgramsEmployee Resource GroupsCharitable or Educational Matching Gift ProgramEmployee Referral Bonus ProgramVelcro Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.**Job Objective:**
The Customer Relations Specialist plays a vital role in delivering an exceptional customer experience by managing direct inquiries through E-Mail communication and Salesforce. This role is specifically focused on supporting Velcro USA’s **T****ransportation** **business segment**, requiring a high level of accuracy, empathy, and responsiveness. The specialist will proactively identify opportunities to improve efficiency and streamline processes that enhance service delivery and customer satisfaction. Collaboration and teamwork are essential in fostering both employee engagement and customer loyalty. This is a hybrid position requiring 2-days per week on-site at our Manchester location (Tuesdays and Wednesdays), and 3-days remote work.* Responsible for day-to-day servicing of existing customers through order processing, accurate and timely communication, problem resolution, and follow-through to fulfill customer needs. Experience with EDI activity and functionality is beneficial* Managing high-revenue accounts, attending weekly meetings with customer to review releases and accessing customer portals to confirm purchase orders.* Assist customers with order management, provide information on pricing and stocking levels, and work to resolve pricing, billing, and shipping issues* Act as the primary contact for customers collaborating with internal departments (i.e. sales, marketing, manufacturing, and supply chain)* Utilize the ERP system to enter and manage orders, process quality complaints, and research and resolve customer issues* Work in accordance with the organizational and departmental policies and procedures.
Meet and exceed defined CRS metrics and objectives* Support management in proactively communicating with customers on open order/past due order issues* Maintain proficiency in the customer service systems, processes, product offering and workflow of critical functional areas outside of customer service* Responsible for covering co-workers’ absences i.e. vacation, sick, leave of absence* Assist with projects as assigned* Participate in ongoing training* Run reports using Orbit, such as open orders and shipment reports.* Other duties and responsibilities may be assigned in order to support customer and departmental needs #J-18808-Ljbffr