Customer Care Specialist I (34318)

Job Summary

The Customer Care Specialist I serves as the first point of contact for KLS Martin customers. This entry-level position is dedicated to delivering exceptional customer service by responding to inquiries, processing orders and quotes, resolving basic issues, and ensuring a positive overall experience. The Specialist communicates with customers across multiple channels, providing accurate and helpful information in a timely manner. This role offers a valuable opportunity to gain experience in an office-based customer service environment and build a strong foundation in customer-facing and administrative skills.

Essential Functions, Duties, and Responsibilities

• Provide responses to customer inquiries via phone and email.
• Ensure timely, professional, and accurate communication.
• Resolve basic customer issues related to products or services, such as order status inquiries, product information, or account-related questions.
• Process orders/quotes, including placement, modifications, cancellations, and confirmations.
• Ensure all orders are accurately entered into the system and follow up on pending or delayed orders to provide customers with timely updates.
• Handle order adjustments and ensure that all order details are accurate, including product selection, shipping information, and payment processing.
• Log all customer interactions, inquiries, and issues accurately in the ERP system, ensuring a seamless order to cash process.
• Work closely with other customer care team members and departments to ensure all customer issues are addressed.
• Focus on providing excellent customer care with the goal of building rapport, encouraging customer satisfaction and loyalty.

Qualifications

• Education and Experience Requirements:
  • High school diploma or equivalent required.
  • Additional education is plus but not required.
  • Experience: 0 - 2 years of customer service experience.
  • Previous experience in retail, hospitality, or other customer-facing roles is a plus but not mandatory.
• Communication Knowledge, Skills, and Abilities:
  • Strong verbal and written communication skills, with the ability to clearly explain information to customers.
  • A customer service orientation.
  • A positive attitude with a passion for helping others and providing outstanding service.
• Attention To Detail:
  • Ability to accurately document customer interactions, manage multiple inquiries, and ensure accurate follow-up.
• Problem Solving:
  • Strong ability to identify and resolve simple customer issues and escalate more complex issues as needed.
• Time Management:
  • Ability to manage time effectively, handle multiple tasks, and prioritize customer needs in a fast-paced environment.
• Technical Proficiency:
  • Basic computer skills and familiarity with Microsoft applications (Outlooks, Excel, Word, etc.).
  • Ability to learn and use company-specific software tools and systems, including ERP software.
• Team Collaboration:
  • Ability to work effectively in a team setting, assisting colleagues when needed and contributing to a positive team environment.
• Communication:
  • Clearly & professionally exchanges information with customers and colleagues.
• Accountability:
  • Take ownership of assigned work, meet deadlines and reliably follow through.
• Professionalism:
  • Demonstrate integrity, respect, and adherence to KLS Martin’s quality and safety policies and procedures.

Skill Requirements

• Typing/computer keyboard.
• Utilize computer software (specified above).
• Retrieve and compile information.
• Maintain records/logs.
• Verify data and information.
• Organize and prioritize information/tasks.
• Advanced mathematical concepts (fractions, decimals, ratios, percentages, graphs).
• Verbal communication.
• Written communication.
• Public speaking/group presentations.
• Research, analyze and interpret information.
• Investigate, evaluate, recommend action.
• Basic mathematical concepts (e.g. add, subtract).

Physical Requirements

• Sitting for extended periods.
• Extended periods viewing computer screen.
• Reading.
• Speaking.
• Hearing/Listening.
• Maintain regular, punctual attendance.
• Bending/Stooping.
• Reaching/Grasping.
• Writing.

Hazards

• Normal office environment.