Customer Care Representative, Ultra
Office located in Round Rock, TX
Defence and security systems
Open for applications
Defence and security systems
1001+ employees
Open for applications
Office located in Round Rock, TX
1001+ employees
Company mission
To develop mission-critical solutions in support of a safer tomorrow.
Role
Who you are
- Excellent verbal and written communication skills
- Exceptional telephone skills to actively listen to customer’s situation; project empathy and positive attitude to assist customer with their support request; proactively resolve customer complaints and problems
- Self-starter: ability to work under minimal supervision and successfully multi-task; work well under pressure to meet deadlines
- Ability to work as a strong team player and perform in a team environment; proactively recommend improvements and changes to optimize workflow and satisfy customers; prior experience and training in quality methods and continual improvement preferred
- Strong Microsoft Office (e.g. Outlook, Word, Excel) required; strong keypunch and data entry skills required; prior experience working with an enterprise resource planning (ERP) system or CRM system; experience with Infor Syteline preferred
- 5+ years customer service experience, preferably in a manufacturing environment; ability to make sound customer-related decisions; respond quickly to the needs of the customer
- High School Diploma required; Associates or Bachelor Degree preferred
- Ability to lift up to 25 pounds
What the job involves
- ULTRA Energy in Round Rock, TX is seeking a highly detail-oriented and experienced Customer Care Associate for our Furnace Parts brand
- The perfect candidate will be an adept multi-tasker, to work under the direct supervision of the Customer Care Supervisor and Head of Industrial Sales
- The Customer Care function is responsible for achieving customer care service levels to accelerate Company order growth; help build and enhance relationships with customers and distribution partners
- Perform assigned pre-order, order entry and post-order tasks to streamline customer purchases; optimize customer’s overall experience working with the Company. Demonstrate empathy, reliability, assurance, and responsiveness
- This role will work closely with multiple departments and company leadership to ensure the success and growth of the company while in tandem displaying behaviors in line with ULTRA’s ONE Energy values UNITED COMMITTED AMBITIOUS IMPROVING ETHICAL SAFE
- Promptly answer incoming phone calls, assisting customers with requests for quotation, purchase order placement, product lead times, and general information
- Provide customer quotations and engage in quote follow up to close orders in a timely manner
- Enter customer orders accurately and efficiently
- Act as a liaison between customer and Engineered Solutions Team, Business Development Managers, and Manufacturer’s Representatives
- Maintain current customer accounts and record activity in CRM system and ERP System
- Professionally communicate with customers
- Effectively interface with Engineered Solution, Production, and Estimating to ensure appropriate informational accuracy and customer expectations
- Basic knowledge of industries served and product scope
- Capture and document customer support requests, issues, complaints, and feedback; demonstrate empathy during communication with customer and seek to capture all relevant information they help in understanding and resolving efficiently
- Use email and telephone communications to resolve simple support requests and issues; for more complicated support requests, use Company systems as indicated to document, route and escalate customer cases to appropriate internal staff
- Disposition support requests in accordance with Department and Company standards; initiate no-charge orders, returns, credits, sales allowances, traces, and replacement orders; follow-up with customers and internal staff as required
- Provide order status information to customers and distribution partners
Our take
Ultra is a systems and sub-system provider specialising in solutions for the defence, security, critical detection, and control industries. The company comprises maritime, forensics, and energy divisions, an intelligence and communications division, and a unit working in Precision Control Systems for aerospace.
Ultra operates in the US, Canada, the UK, Australia and New Zealand, working with clients including the US Department of Defense, and BAE. In 2022, Ultra was acquired – to some controversy – by US private equity firm Advent International. Concerns about the sale of a UK defence firm to a foreign entity caused the government to get involved before the deal, only allowing the acquisition under a pile of conditions.
With this development, Ultra is said to be undergoing significant remodelling, and it will be interesting to see how it emerges.
Freddie
Company Specialist
Insights
Company
Company values
- We trust and empower each other, we love to celebrate success and we win as a team. Together, we embrace change and we’re never satisfied until we’ve done what we said we’d do
Company HQ
Marylebone, London, UK
Articles
Leadership
Simon Pryce
(CEO, not founder)Former CEO of BBA Aviation and GKN. They are now the CEO of RS Group.
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