Customer Service Specialist
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat the job title as a heading. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones.
We need to decide which sections to include. The posting includes:
- About The Role (section)
- What You Will Do (duties)
- Who You Are (qualifications)
- What We Can Offer You (compensation and benefits)
- Additional Information (EEO etc) - we need to remove boilerplate EEO etc. Also "Additional Information" includes EEO statement and other fluff; we should drop that as boilerplate. Also "Application End Date: Job Requisition ID: Essity265450" - minor metadata, we can drop or put in a short p.
Thus sections: About the role, Responsibilities (What You Will Do), Requirements (Who You Are), Benefits (What We Can Offer You). Possibly also "Team Support, Training, and Leadership Behaviors" could be part of responsibilities; but we can keep within responsibilities.
We need to format: Use
for each section heading. Inside each section, we need to use
for prose and
- for lists.
We need to preserve all substantive information. So we need to extract the prose from each section and convert bullet-like sentences into list items where appropriate.
Let's parse.
About The Role paragraph: It's a few sentences. We'll keep as
.
What You Will Do: Contains multiple subheadings: Customer Ownership and Service Delivery, Order Management and Account Administration, Escalation, Exception, and Issue Resolution, Digital Enablement and Customer Adoption Support, Process Improvement and Continuous Improvement, Team Support, Training, and Leadership Behaviors. Each subheading has bullet-like sentences (some are long). We need to decide: Should we keep subheadings? The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid using other headings like or ? It says use for section headings (list). It doesn't explicitly forbid other headings, but we should likely not add extra headings beyond those specified unless needed. However we could treat each subheading as a maybe, but not required. The instruction: "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." This suggests that we should use for the main sections we decide to include. It doesn't say we cannot use other headings, but to be safe we can avoid extra headings and just use
and
- . However we need to preserve the structure; we could turn each subheading into a or just keep as part of list items.
Better: For each major duty area, we can create a
with - items that contain the sentences. Could also include a inside
- to highlight the subheading. That's permissible as it's not a heading tag.
Thus for Responsibilities section, we will have a
with multiple - each containing the duty description. We'll keep the subheading as bold text inside the li.
Similarly for Who You Are: list of qualifications. We'll make a
.
For Benefits: list of benefits. We'll make a .
We also need to include compensation line: "Expected Compensation Competitive annual salary + annual incentive bonus + benefits Pay offered may vary depending on multiple individualized factors such as knowledge, skills, and experience." This is prose; we can put in a inside Benefits section.
Now we need to strip boilerplate: The EEO statement, "Additional Information" etc. Also "Collaborative and Caring Culture | Empowerment & Engaged People | Work with Impact and A Powerful Purpose | Individual Learning & Career Growth | Health & Safety Priority | Sustainable Value Together| Innovation| Sustainable Working Life | Competitive Total Rewards" - that's likely boilerplate; we should drop.
Also "Application End Date: Job Requisition ID: Essity265450" - minor metadata; we can drop or put in a short p at end maybe. The instruction: "Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it." So we can include a short
at the end with that info, but it's optional. Safer to drop it? It says fold minor metadata into a short
or drop it. We can drop it to keep clean. I'd drop it.
Now we need to ensure we don't include any filler like "commensurate with experience". Not present.
Now produce HTML fragment.
Let's craft.
Start with
About the Role
then with the paragraph.
Paragraph: "The Essity Order Administration & Customer Service Team is currently seeking a Customer Service Specialist. This is a hybrid role & will be based in our office in Charlotte, NC." Actually that's before About The Role. The "About The Role" heading appears after that. The first sentences are part of the job description but not under a heading. Should we include them? They are substantive info about hybrid role location. We could include them in About the Role section as part of prose. The About The Role heading's content starts after "About The Role". But we can include the preceding sentences as part of the About the Role section as well. The instruction: "Do NOT repeat the job title as a heading (the page already shows it)". So we can start with
About the Role
and then include the description: "The Essity Order Administration & Customer Service Team is currently seeking a Customer Service Specialist. This is a hybrid role & will be based in our office in Charlotte, NC. About The Role The Customer Service Specialist serves as a trusted customer owner, escalation resource, and process improvement partner within Customer Service. ..." Actually the phrase "About The Role" appears again; we should not duplicate heading text. We'll just include the content after that.
Thus About the Role section content: "The Essity Order Administration & Customer Service Team is currently seeking a Customer Service Specialist. This is a hybrid role & will be based in our office in Charlotte, NC. The Customer Service Specialist serves as a trusted customer owner, escalation resource, and process improvement partner within Customer Service. This role provides superior service as a primary point of contact for customers, sales partners, and internal stakeholders while managing complex inquiries, account needs, order-related issues, complaints, exceptions, returns, credits, remakes, and cross-functional follow-up. As automation and digital tools reduce repetitive manual work, the Specialist reinvests capacity into proactive customer communication, root-cause resolution, digital adoption support, service reliability, and continuous improvement. The role represents Essity in a positive, professional, and customer-centric manner, helping make the company easier to do business with through timely, accurate, consistent, and connected support across phone, email, digital ordering, portal, CRM, SAP, and other service channels."
Now Responsibilities section: We'll list each duty area.
We need to extract bullet points from "What You Will Do". Let's parse each subheading and its sentences.
1. Customer Ownership and Service Delivery
- Serve as a knowledgeable and professional point of contact for assigned customers, accounts, sales partners, and internal stakeholders.
- Respond to customer inquiries through phone, email, fax, internet, portal, CRM, and other available channels with speed, accuracy, and ownership.
- Foster strong customer relationships that support retention, customer satisfaction, trust, and positive Net Promoter Score outcomes.
- Educate customers on products, ordering options, warranty information, returned goods policy, service expectations, account processes, and available self-service tools.
- Set clear expectations, provide timely updates, and ensure customers receive consistent information across channels.
2. Order Management and Account Administration
- Enter, review, and manage customer orders in applicable systems, verifying product description, quantity, pricing, shipping, billing, account, and delivery information.
- Validate order accuracy and contact customers or internal partners as needed to prevent rework, incorrect shipments, delayed orders, credits, returns, remakes, or customer dissatisfaction.
- Monitor order status, backorders, delivery blocks, pricing exceptions, availability constraints, allocation issues, and other service-impacting conditions.
- Provide customers with alternatives or next-best options when products are unavailable, delayed, substituted, or subject to exception handling.
- Process marketing samples, sales samples, and other specialty orders according to correct coding, account assignment, approval requirements, and business rules.
3. Escalation, Exception, and Issue Resolution
- Own complex or escalated customer issues requiring judgment, cross-functional coordination, follow-through, and timely resolution.
- Research discrepancies using SAP, CRM, order management tools, customer history, account records, delivery information, invoice details, and other available resources.
- Coordinate resolution of billing questions, credits, returns, complaints, remakes, deductions, delivery issues, product concerns, and service claims.
- Partner with sales, supply chain, logistics, distribution, demand planning, pricing, quality, product support, finance, and other internal teams to resolve customer-impacting issues.
- Ensure smooth handoffs when specialized investigation is required, while maintaining accountability for customer communication and closure.
4. Digital Enablement and Customer Adoption Support
- Support customers and sales partners in adopting digital tools, self-service options, eShop ordering, portals, automated order submission, and other technology-enabled service channels.
- Use customer knowledge, order patterns, exception trends, and recurring issues to identify where automation, AI, workflow tools, or process changes can reduce manual effort and customer friction.
- Promote a seamless omnichannel experience by helping customers receive consistent support regardless of how they engage with Essity.
- Encourage routine needs to move through the most efficient channel while preserving human ownership for urgent, unclear, complex, or high-impact situations.
5. Process Improvement and Continuous Improvement
- Identify recurring issues, process breakdowns, avoidable rework, order defects, rerouting, and friction points that impact customers or internal efficiency.
- Recommend practical improvements, standard work, job aids, knowledge content, training refreshers, or system enhancements that improve reliability and reduce manual effort.
- Participate in process reviews, special projects, customer experience initiatives, and cross-functional improvement efforts.
- Support service quality, accuracy, productivity, backlog reduction, queue performance, first-contact resolution, and other operational goals.
- Maintain accurate documentation, case notes, account records, and reference materials in accordance with department standards.
6. Team Support, Training, and Leadership Behaviors
- Serve as a resource for Customer Service Representatives and peers by answering questions, sharing knowledge, supporting training, and modeling professional service behaviors.
- Assist with onboarding, peer mentoring, skill development, process reinforcement, and adoption of best practices as needed.
- Support daily monitoring of work queues, order queues, phone
for prose. Do NOT repeat the job title as a heading. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. We need to decide which sections to include. The posting includes: - About The Role (section) - What You Will Do (duties) - Who You Are (qualifications) - What We Can Offer You (compensation and benefits) - Additional Information (EEO etc) - we need to remove boilerplate EEO etc. Also "Additional Information" includes EEO statement and other fluff; we should drop that as boilerplate. Also "Application End Date: Job Requisition ID: Essity265450" - minor metadata, we can drop or put in a short p. Thus sections: About the role, Responsibilities (What You Will Do), Requirements (Who You Are), Benefits (What We Can Offer You). Possibly also "Team Support, Training, and Leadership Behaviors" could be part of responsibilities; but we can keep within responsibilities. We need to format: Use
for each section heading. Inside each section, we need to use
for prose and
- for lists.
We need to preserve all substantive information. So we need to extract the prose from each section and convert bullet-like sentences into list items where appropriate.
Let's parse.
About The Role paragraph: It's a few sentences. We'll keep as
. What You Will Do: Contains multiple subheadings: Customer Ownership and Service Delivery, Order Management and Account Administration, Escalation, Exception, and Issue Resolution, Digital Enablement and Customer Adoption Support, Process Improvement and Continuous Improvement, Team Support, Training, and Leadership Behaviors. Each subheading has bullet-like sentences (some are long). We need to decide: Should we keep subheadings? The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid using other headings like
or ? It says use
for section headings (list). It doesn't explicitly forbid other headings, but we should likely not add extra headings beyond those specified unless needed. However we could treat each subheading as a
maybe, but not required. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." This suggests that we should use
for the main sections we decide to include. It doesn't say we cannot use other headings, but to be safe we can avoid extra headings and just use
and
- . However we need to preserve the structure; we could turn each subheading into a or just keep as part of list items.
Better: For each major duty area, we can create a
- with
- items that contain the sentences. Could also include a inside
- to highlight the subheading. That's permissible as it's not a heading tag. Thus for Responsibilities section, we will have a
- with multiple
- each containing the duty description. We'll keep the subheading as bold text inside the li.
Similarly for Who You Are: list of qualifications. We'll make a
- .
For Benefits: list of benefits. We'll make a
- .
We also need to include compensation line: "Expected Compensation Competitive annual salary + annual incentive bonus + benefits Pay offered may vary depending on multiple individualized factors such as knowledge, skills, and experience." This is prose; we can put in a
inside Benefits section. Now we need to strip boilerplate: The EEO statement, "Additional Information" etc. Also "Collaborative and Caring Culture | Empowerment & Engaged People | Work with Impact and A Powerful Purpose | Individual Learning & Career Growth | Health & Safety Priority | Sustainable Value Together| Innovation| Sustainable Working Life | Competitive Total Rewards" - that's likely boilerplate; we should drop. Also "Application End Date: Job Requisition ID: Essity265450" - minor metadata; we can drop or put in a short p at end maybe. The instruction: "Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it." So we can include a short
at the end with that info, but it's optional. Safer to drop it? It says fold minor metadata into a short
or drop it. We can drop it to keep clean. I'd drop it. Now we need to ensure we don't include any filler like "commensurate with experience". Not present. Now produce HTML fragment. Let's craft. Start with
About the Role
thenwith the paragraph. Paragraph: "The Essity Order Administration & Customer Service Team is currently seeking a Customer Service Specialist. This is a hybrid role & will be based in our office in Charlotte, NC." Actually that's before About The Role. The "About The Role" heading appears after that. The first sentences are part of the job description but not under a heading. Should we include them? They are substantive info about hybrid role location. We could include them in About the Role section as part of prose. The About The Role heading's content starts after "About The Role". But we can include the preceding sentences as part of the About the Role section as well. The instruction: "Do NOT repeat the job title as a heading (the page already shows it)". So we can start with
About the Role
and then include the description: "The Essity Order Administration & Customer Service Team is currently seeking a Customer Service Specialist. This is a hybrid role & will be based in our office in Charlotte, NC. About The Role The Customer Service Specialist serves as a trusted customer owner, escalation resource, and process improvement partner within Customer Service. ..." Actually the phrase "About The Role" appears again; we should not duplicate heading text. We'll just include the content after that. Thus About the Role section content: "The Essity Order Administration & Customer Service Team is currently seeking a Customer Service Specialist. This is a hybrid role & will be based in our office in Charlotte, NC. The Customer Service Specialist serves as a trusted customer owner, escalation resource, and process improvement partner within Customer Service. This role provides superior service as a primary point of contact for customers, sales partners, and internal stakeholders while managing complex inquiries, account needs, order-related issues, complaints, exceptions, returns, credits, remakes, and cross-functional follow-up. As automation and digital tools reduce repetitive manual work, the Specialist reinvests capacity into proactive customer communication, root-cause resolution, digital adoption support, service reliability, and continuous improvement. The role represents Essity in a positive, professional, and customer-centric manner, helping make the company easier to do business with through timely, accurate, consistent, and connected support across phone, email, digital ordering, portal, CRM, SAP, and other service channels." Now Responsibilities section: We'll list each duty area. We need to extract bullet points from "What You Will Do". Let's parse each subheading and its sentences. 1. Customer Ownership and Service Delivery - Serve as a knowledgeable and professional point of contact for assigned customers, accounts, sales partners, and internal stakeholders. - Respond to customer inquiries through phone, email, fax, internet, portal, CRM, and other available channels with speed, accuracy, and ownership. - Foster strong customer relationships that support retention, customer satisfaction, trust, and positive Net Promoter Score outcomes. - Educate customers on products, ordering options, warranty information, returned goods policy, service expectations, account processes, and available self-service tools. - Set clear expectations, provide timely updates, and ensure customers receive consistent information across channels. 2. Order Management and Account Administration - Enter, review, and manage customer orders in applicable systems, verifying product description, quantity, pricing, shipping, billing, account, and delivery information. - Validate order accuracy and contact customers or internal partners as needed to prevent rework, incorrect shipments, delayed orders, credits, returns, remakes, or customer dissatisfaction. - Monitor order status, backorders, delivery blocks, pricing exceptions, availability constraints, allocation issues, and other service-impacting conditions. - Provide customers with alternatives or next-best options when products are unavailable, delayed, substituted, or subject to exception handling. - Process marketing samples, sales samples, and other specialty orders according to correct coding, account assignment, approval requirements, and business rules. 3. Escalation, Exception, and Issue Resolution - Own complex or escalated customer issues requiring judgment, cross-functional coordination, follow-through, and timely resolution. - Research discrepancies using SAP, CRM, order management tools, customer history, account records, delivery information, invoice details, and other available resources. - Coordinate resolution of billing questions, credits, returns, complaints, remakes, deductions, delivery issues, product concerns, and service claims. - Partner with sales, supply chain, logistics, distribution, demand planning, pricing, quality, product support, finance, and other internal teams to resolve customer-impacting issues. - Ensure smooth handoffs when specialized investigation is required, while maintaining accountability for customer communication and closure. 4. Digital Enablement and Customer Adoption Support - Support customers and sales partners in adopting digital tools, self-service options, eShop ordering, portals, automated order submission, and other technology-enabled service channels. - Use customer knowledge, order patterns, exception trends, and recurring issues to identify where automation, AI, workflow tools, or process changes can reduce manual effort and customer friction. - Promote a seamless omnichannel experience by helping customers receive consistent support regardless of how they engage with Essity. - Encourage routine needs to move through the most efficient channel while preserving human ownership for urgent, unclear, complex, or high-impact situations. 5. Process Improvement and Continuous Improvement - Identify recurring issues, process breakdowns, avoidable rework, order defects, rerouting, and friction points that impact customers or internal efficiency. - Recommend practical improvements, standard work, job aids, knowledge content, training refreshers, or system enhancements that improve reliability and reduce manual effort. - Participate in process reviews, special projects, customer experience initiatives, and cross-functional improvement efforts. - Support service quality, accuracy, productivity, backlog reduction, queue performance, first-contact resolution, and other operational goals. - Maintain accurate documentation, case notes, account records, and reference materials in accordance with department standards. 6. Team Support, Training, and Leadership Behaviors - Serve as a resource for Customer Service Representatives and peers by answering questions, sharing knowledge, supporting training, and modeling professional service behaviors. - Assist with onboarding, peer mentoring, skill development, process reinforcement, and adoption of best practices as needed. - Support daily monitoring of work queues, order queues, phone
- to highlight the subheading. That's permissible as it's not a heading tag. Thus for Responsibilities section, we will have a
- items that contain the sentences. Could also include a inside
- . However we need to preserve the structure; we could turn each subheading into a or just keep as part of list items.
Better: For each major duty area, we can create a