Customer Care - Office Specialist
Lodge Cast Iron is America’s oldest and largest manufacturer of cast iron cookware. Since 1896, we have been making heirloom-quality cookware and accessories in South Pittsburg, TN. Backed by over 120 years of experience, each piece of Lodge Cast Iron is crafted for durability and versatility. We don't just make cookware-we make memories that last for generations!
We have experienced incredible growth and expansion over the past 20 years. To continue this growth, we need talented, innovative, and passionate people to help continue the tradition and legacy of Lodge Cast Iron. As a family-owned company, we have an authentic culture and offer some of the best benefits around.
Position Summary
As the Customer Care Office Specialist at Lodge Cast Iron, your primary responsibility is to provide exceptional customer service, both in-person and online. You will handle service requests, warmly greet visitors, efficiently manage incoming calls, and provide essential support to the office staff. At Lodge Cast Iron, we prioritize a culture of teamwork, positivity, and safety, embodying a shared drive for success, taking ownership of responsibilities, and maintaining a genuine passion for delivering excellence. We strongly believe in continuous improvement and value your commitment to enhancing all aspects of your role. Your dedication is crucial in upholding Lodge Cast Iron's unwavering commitment to delivering outstanding customer care.
Responsibilities
Customer Care and Communication:
- Pleasantly greet visitors and employees, prioritizing safety, and providing directions as needed.
- Answer incoming calls courteously and transfer them to the appropriate party at Lodge.
- Effectively communicate via email internally and externally.
Office Operations and Supplies:
- Manage corporate credit card spending responsibly.
- Refill vending machines as needed and ensure the kitchen and surrounding areas are tidy.
- Coordinate office supply procurement, including kitchen and breakroom supplies.
- Manage inventory of print materials and place orders from internal distribution center when stocks are low.
- Maintain postal inventory, software, and hardware.
Conference Room and Scheduling:
- Manage conference room bookings for all Lodge office locations.
- Utilize calendar access to schedule meetings and send invitations.
- Resolve scheduling conflicts efficiently.
Data Entry and Administrative Support:
- Perform ad hoc data entry tasks as needed, such as updating marketing databases or email lists.
- Assist in organizing and planning large lunch/dinner gatherings, including procuring supplies from area restaurants and retail stores.
- Support the Executive Assistant to the CEO as required.
Salesforce Customer Care Cases and Tasks:
- Handle various customer care cases in Salesforce, including catalog requests, swag requests, order status inquiries, and product attribute requests.
- Print shipping labels for customer care purposes and file shipping claims.
- Process samples and donation requests.
- Address Level 1 customer cases.
Additional Responsibilities:
- Perform any other job-related tasks as assigned.
Requirements
- High school diploma, GED, or work-related experience.
- Prior experience working in an office environment, demonstrating familiarity with office procedures and protocols.
- This position requires the candidate to work onsite at our location Monday through Friday.
Knowledge, Experience & Skills
- Must be pleasant, personable, and exhibit positive phone and customer service skills.
- Experience working in an office environment.
- Computer Proficiency:
- Proficient in MS Windows operating system, including navigating and utilizing its features effectively.
- Proficient in using Microsoft Office applications, specifically Word and Excel, to create and edit documents and spreadsheets effectively.
- Demonstrated proficiency in using email and chat platforms for professional communication.
- Experience working with Salesforce CRM or a similar CRM ticketing tool, showcasing the ability to navigate and utilize customer relationship management systems effectively.
- Capable of maintaining confidentiality and handling sensitive customer and company information with utmost discretion.
- Must excel in a team-oriented environment, actively collaborating with colleagues to achieve Lodge's overarching goal of becoming the best company possible.
- Strong organizational skills, ensuring efficient management of tasks, documentation, and information.
Benefits
- Health, Dental, and Vision Insurance
- Generous PTO and paid holidays
- Profit Sharing bonus on a quarterly and deferred basis
- 401K Employer Match
- Onsite Medical Clinic and Fitness Center
- Family-owned and managed company
Equal Opportunity Employer
Lodge Manufacturing does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age political affiliation or belief, veteran status, or citizenship status (except in those special circumstances permitted or mandated by law).
Lodge Manufacturing participates in the Tennessee Drug Free Workplace Program.