Job Details: Job Location: Brookaire NJ - Fair Lawn, NJ, Position Type: Full Time, Salary Range: $25.00 - $29.00Hourly, Travel Percentage: None, Job Shift: Day, Job Category: Sales,   JOB DESCRIPTION   Customer Care Representative  7.3.1.5.001-STD | Approved  1. Document Overview  Document Field  Information  Document Number  7.3.1.5.001-STD  Folder  7.3.1.5 Sales Job Descriptions    2. Position Overview  Field  Detail  Position Title  Customer Care Representative  Department / Function  6.1 Customer Care  Reports To  Inside Sales Manager  Employment Type  Full-time unless otherwise designated by HR  Work Location  Brookaire facility, office, customer route, or assigned work area as applicable    3. Role Purpose  The Customer Care Representative supports Brookaire customers, account managers, and the sales team by answering calls and emails, entering orders and quotes, processing RMAs and related requests, resolving customer issues, and helping ensure timely and accurate customer service.  4. Role Authority and Boundaries  This role may process routine customer requests, orders, quotes, RMAs, filter disposals, email responses, and sales inbox work according to company procedures. The role escalates pricing, account, credit, complaint, operational, or unusual customer matters to sales leadership or the appropriate department.  5. Key Responsibilities  Answer customer calls promptly and professionally, including early pickup and delivery-related questions.  Monitor and work from the sales inbox, personal inbox, and customer calls to enter and respond to requests.  Enter customer orders, quotes, RMAs, filter disposals, and related sales support transactions accurately.  Coordinate with account managers, sales representatives, dispatch, warehouse, and operations to resolve customer needs and delivery timing questions.  Provide timely email confirmations and follow-up responses to customers and internal requesters.  Support customer account relationships through accurate service, strong communication, and problem resolution.  Participate in daily sales huddles and KPI meetings and help meet response-time, accuracy, and customer-service expectations.  6. Recurring Tasks and Meetings  Answer phones and respond to email requests.  Process orders, quotes, RMAs, and customer inquiries.  Work sales inbox items and manage personal follow-up items.  Attend daily huddles and recurring KPI meetings.  Coordinate with dispatch or warehouse for pickup, ETA, and order-status questions.  7. Key Deliverables  Accurate orders, quotes, RMAs, customer responses, confirmations, and sales inbox completion.  Resolved customer questions or properly escalated issues.  Timely internal coordination with sales, account managers, warehouse, dispatch, and operations.  8. Work Inputs and Outputs  Input / Source  Output / Recipient  Customers, sales inbox, personal inbox, phone calls, account managers, sales representatives  Orders, quotes, RMAs, responses, confirmations, and issue updates  Dispatch, warehouse, and operations updates  Customer ETA/order-status responses and internal coordination  Sales leadership KPIs and priorities  Daily work focus, queue management, and service improvement    9. How Success Is Measured  Response times and email/call follow-up meet KPI expectations.  Orders, quotes, and RMAs are entered accurately.  Customers are satisfied with the interaction and receive clear answers.  Customer issues are resolved or escalated promptly.  Sales inbox work remains organized and current.  Points targets are met or exceeded         Qualifications: 10. Required Skills and Experience  Customer service, communication by phone and email, attention to detail, organization, multitasking, sales support, account support, customer issue resolution, and proficiency with company systems. Very good understanding of companies' point of difference in the market and well as our delivery promises to the customers. In-depth knowledge of all products.   11. Tools, Software, and Equipment  NetSuite, Outlook/email, laptop/computer, phone, keyboard, mouse, Microsoft 365, and sales inbox tools.  12. Safety Requirements  Follow office safety expectations, including slip/trip prevention, ergonomic workstation practices, safe lifting of office items, and PPE requirements if visiting warehouse or production areas.  13. Additional Duties and Business Needs  This Job Description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Brookaire may modify this Job Description based on business needs, technology changes, operational priorities, strategic manufacturing objectives, organizational goals, or changes in company structure. Additional duties may be assigned by management. Employees may also be required to assist in other job positions when business circumstances require or when directed by their manager or authorized supervisor, provided such work is within applicable safety, training, and qualification requirements.    14. Disclaimers  Brookaire does not accept unsolicited third-party resumes.  Brookaire is an Equal Opportunity Employer/Disabled/Veterans  Brookaire is also committed to providing access and reasonable accommodations in its application process for individuals with disabilities and encourages applicants with disabilities to request any needed accommodation(s).  Brookaire is an E-Verify Employer