Customer Care Specialist

About the Role

We are seeking a dedicated and customer-oriented individual to join our team as a Customer Care Specialist. As a CCS, you will be responsible for providing exceptional customer service, addressing post-sale inquiries, resolving issues, and ensuring customer satisfaction. You will serve as the primary point of contact for customers, representing our company as you navigate and facilitate communication with various departments (e.g., Procurement, Quality, and Warehouse) to determine the best resolution.

Responsibilities

• Serve as the main point of contact for customer inquiries, concerns, and complaints as prompted by the sales team.
• Act as the primary liaison between the customer, Sales team, Warehouse, Procurement, and Quality departments for inbound customer inquiries, providing accurate and helpful information.
• Resolve customer issues and complaints efficiently, aiming for a satisfactory resolution for all parties, and provide corrective action documentation as required.
• Quickly identify customer issues and qualify claims to initiate and proceed with the best path for the most efficient solution.
• Actively listen to customers, empathize with their concerns, and demonstrate genuine care and understanding while processing claims according to company procedures.
• Build customer confidence by maintaining a consistently professional and calm attitude throughout the process.
• Identify and escalate complex or unresolved issues to appropriate teams or management in a timely manner.
• Maintain accurate records and request appropriate documentation throughout customer interactions, transactions, and inquiries.
• Collaborate with cross-functional teams to ensure effective problem resolution and customer satisfaction, building strong internal relationships for maximized streamlined communication.
• Continuously stay updated on product knowledge, company policies, system enhancements, and published procedures to provide accurate information to customers.
• Assist in identifying patterns or trends in customer inquiries and feedback, providing insights for process improvements to management as directed.
• Support customer care initiatives with miscellaneous activities as directed by management, related but not limited to the above tasks.

Qualifications

• High school diploma or greater.
• 2-4 years of business experience in a manufacturing or distribution environment.
• ERP system experience is a plus.
• Understanding of customer purchase order requirements and/or drawings is preferred.

Skills

• Strong written and verbal communication skills in English; fluency in Spanish is preferred.
• Excellent listening and problem-solving abilities.
• Proven experience in a customer service role, preferably as a Customer Care Specialist or similar position.
• Patience, empathy, and a positive attitude when dealing with challenging situations.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
• Proficiency in using CRM, MS Office Suite, company systems, and other relevant tools.
• Strong attention to detail and accuracy in record-keeping.
• Ability to create efficient flow of processes at both micro and macro levels.
• Knowledge of industry best practices and customer service principles.

Requirements

• U.S. Person (ITAR): This position requires use of information or access to hardware subject to the International Traffic in Arms Regulations (ITAR). To perform this role, you must be a U.S. Citizen, U.S. Permanent Resident (Green Card Holder), Political Asylee, or Refugee.
• Must be able to report to the assigned office location during scheduled in-office workdays.

Physical Requirements

While performing the duties of this job, the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers, and customers. The position may involve walking out onto the Warehouse or Production floors. Reasonable accommodation may be made to enable individuals to perform the essential functions of this job. Sedentary work involves exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Substantial movements of the wrists, hands, and/or fingers are required for paperwork, typing, and using a mouse/keyboard. The worker must have close visual acuity to perform activities such as preparing and analyzing data, transcribing, viewing a computer terminal, and extensive reading.

Working Conditions

The position is not substantially exposed to adverse environmental conditions, typical of office or administrative work.