New

Customer Care Representative - Brand

Almo
United States, Pennsylvania, Philadelphia
Feb 26, 2025
Position Summary: Responsible for providing pre and post-sales customer support for Almo's house brands within the Fulfillment business. Act as point of contact for brand and product-specific questions, brand development to ensure positive customer feedback and manage controllables with Almo house brands. ESSENTIAL DUTIES AND RESPONSIBILITIES: Facilitate calls from end users (customers and retailers) regarding all Almo house brand products, including, but not limited to product specs, assembly, replacement parts, and additional purchases. Handle NetSuite cases from end users regarding all Almo house-branded products. Identify purchases on AS400 and leverage the warranty guide to troubleshoot and determine customer eligibility. Apply general Almo policies to serve our dealers and customers, solve customer problems, and protect Almo's financial position. Act as manufacturer representative through proactive outreach to customers for problem resolution. The goal is to achieve positive feedback through website reviews, increasing the probability of a stronger reputation, sales, and market share. Collaborate with Product Management to review new products and identify replacement parts to store in-house to satisfy potential customer issues. Complete transactions or sales and service issues on Almo branded or retailer/3P sites as assigned. Process customer credits/Administer all credit/adjustments for the Dealer/Fulfillment divisions including but not limited to damages, price adjustments, returns, missed POs, etc... Provide allowances for damages/defects based on manufacturer warranty Authorize service process when required Issue Return Authorization (RA) Resolve service issues, request for parts and replacement parts and other order issues. Monitor social media sites and respond to social media messages/queries. Handle reviews and question responses in Yotpo, BazaarVoice and Syndigo. Monitor and track customer calls and interactions to identify trends (manufacturing issues). Work with Distribution Center and Operations team members to ensure Almo warehouses the right parts to minimize re-shipment, returns and maximize opportunities for cost savings and efficiency.