Customer Service Specialist

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.

• 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.

• 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.

• 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.

• Support customers and sales partners in adopting digital tools, self-service options, eShop ordering, portals, automated order submission, and other…