Customer Care Specialist

Job Summary

The Customer Care Specialist (CCS) is expected to be knowledgeable in all aspects of the order to cash process, including order processing, obtaining scheduling information, coordination of shipments, order expedites and processing of customer inquiries. The CCS will act as a liaison between respective departments to investigate and resolve non‑product complaints, and will perform standardized processes, complete ERP (Net Suite‑Plex) and supplemental trainings to align with department and company guidelines.

Full‑time

Job Title:

Customer Care Specialist

Reports to:

Customer Care Director
FLSA Status:
Non Exempt
Travel requirement: 10–15%

This role operates on a hybrid schedule and will require onsite attendance. Candidates must reside within commuting distance of our Keller, TX location to meet business and operational needs.

• Customer Assistance:
  Primary point of contact for an assigned geographical section or market‑specific account base. Provide product or service information relative to Altor’s product portfolio, and respond to customer inquiries via phone, email, or chat in a timely and professional manner.
• Problem Resolution:
  Handle customer complaints and concerns effectively, aiming for a swift resolution while maintaining a positive customer experience. Escalate issues to appropriate channels when necessary.
• Order Processing:
  Assist customers with placing orders, tracking shipments, and processing returns or replacements. Ensure accuracy and efficiency in order management procedures.
• Product Knowledge:
  Develop a comprehensive understanding of our products or services to effectively address customer questions and concerns. Know product features, pricing, and the entire Altor product portfolio.
• Customer Relationship Management:
  Build and maintain strong customer relationships by demonstrating empathy, professionalism, and reliability in every interaction. Customer site visits may be required to support customer or business requirements.
• Documentation and Reporting:
  Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions, and provide regular reports such as Open Order Reports, Scorecards, and feedback to management regarding service level agreements.
• Team
  
  Collaboration:
  
  Collaborate with departments such as Sales, Operations, Scheduling, or Marketing to ensure seamless communication and resolution of customer issues, and contribute to team goals and initiatives.
• Other duties as assigned.

• Education:
  
  Bachelor’s Degree or equivalent work experience.
• Experience:
  
  3+ years of experience in customer service, preferably in a manufacturing environment.
• ERP Systems:
  Experience with ERP Systems (Oracle, SAP, Net Suite, etc.) preferred.
• Computer
  
  Skills:
  
  Knowledge of Microsoft Suite—Word, Excel, PowerPoint; proficiency in office software, Teams, SharePoint, and Salesforce; and proficiency in ERP systems.

• Accountability – Demonstrates problem solving, decision making, planning & organizing, resilience, time management, prioritization and learning agility.
• Innovation – Champions creativity, continuous improvement, vision & strategic thinking, and collaboration & teamwork.
• Integrity – Upholds honesty, consistency, dependability and commitment to excellence.
• Adaptability – Embraces change, agility, resilience, communication, results orientation and flexibility.
• Caring – Prioritizes the well‑being of people, communities and business partners, demonstrating empathy.
• Passion – Driven by a relentless pursuit of excellence, demonstrating determination, humility and respect.

The physical demands of this job require occasional lifting or moving up to 30 pounds, frequent sitting, standing and walking, frequent use of hands and arms, and requirement for close vision.

The work environment is typical of most office environments with a low to moderate level of noise.