Customer Relations Specialist

It’s a great time to join Velcro Companies!

Job Objective:  The Customer Relations Specialist’s primary responsibility is to provide a great customer experience, by answering and managing customer inquiries through the general phone queue, emails, and Salesforce.  Continually look for opportunities to increase efficiency and improve processes that will enhance the customer experience and increase customer satisfaction. Team players are critical in promoting employee and customer satisfaction.

Essential Job Functions: 

• 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

Job Qualifications: 

 Education and Experience

• Associates degree preferred

• Minimum of 3+ years of experience in a similar customer service role preferred

• Prior work experience in a manufacturing company (Transportation, Medical, Government and Packaging) is preferred.

• 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 Coverage

Vision Coverage

Flexible Spending Accounts

Award Winning Wellness and Incentive Program

Life Insurance

Short- and Long-Term Disability

Business Travel Accident Insurance

Voluntary Accident & Critical Illness Insurance

EAP (Employee Assistance Program)

Retirement Savings Plan

401(k) Saving Plan with generous 5.5% Company match and Immediate Vesting

Time-Off Benefits

Paid Vacation Time

Paid Sick Time

Paid Parental Leave

13 Paid Company Holidays

Other Benefits and Programs

Tuition Reimbursement Program

Financial Wellness Benefit – Smart Dollar®

Employee Recognition Programs

Employee Resource Groups

Charitable or Educational Matching Gift Program

Employee Referral Bonus Program

Velcro 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.