Customer Care Specialist

About The Role

Job title: Customer Care Specialist
Department: Procurement and Customer Success
Reports to: Director of Procurement and Customer Success
Type: Full Time
Mon-Fri 8am to 5pm
Location: Mayzo Headquarters in Suwanee, GA

Position Summary

The Customer Care Specialist serves as a primary point of contact for customers by delivering exceptional service and ensuring a seamless order-to-delivery experience. This role is responsible for processing customer orders, responding to inquiries, coordinating with internal departments, and proactively resolving issues while building strong customer relationships.

Key Responsibilities

• Serve as the primary contact for assigned customer accounts, providing prompt, professional, and courteous service.
• Respond to customer inquiries regarding orders, products, pricing, availability, shipments, and account information.
• Proactively communicate with customers to strengthen relationships, understand business needs, and identify opportunities for growth.
• Conduct routine customer outreach to promote satisfaction, retention, and repeat business.
• Partner with Sales to support account growth, follow up on opportunities, and re-engage inactive customers.
• Resolve customer concerns and document key customer interactions within company systems.

Order Management

• Enter and process customer orders accurately and efficiently.
• Review orders for completeness and ensure customer requirements are met.
• Monitor orders through delivery, communicating updates and coordinating changes, returns, credits, and other requests.

Cross-Functional Collaboration

• Partner with Sales, Procurement, Supply Chain, Operations, Production, Logistics, and Finance to ensure customer expectations are met.
• Cook with warehouse and shipping teams to support accurate, on-time deliveries.
• Assist Sales with quotations, customer documentation, and account support.

Continuous Improvement

• Identify opportunities to improve customer service processes and operational efficiency.
• Maintain a thorough understanding of company products, policies, and procedures.
• Participate in departmental initiatives that enhance customer satisfaction and service quality.

Other Responsibilities

• Perform other duties as assigned to support business objectives.