Customer Care Specialist III

The Customer Care Specialist III is a customer-focused professional who serves as a passionate advocate for customers while delivering exceptional service across multiple communication channels. This individual demonstrates empathy, patience, strong communication skills, and the ability to leverage technology effectively to provide clear information, guidance, and solutions.

The ideal candidate possesses a positive attitude, strong work ethic, willingness to learn, and a genuine commitment to helping customers. They play a critical role in building customer loyalty by ensuring every customer interaction aligns with company brand standards and service expectations. Responsibilities include working as a liaison for product management, manufacturing and sales to ensure customer satisfaction. Additional responsibilities include administrative functions vital to the retention of high value business.

Incumbent in this role will need to be able to seamlessly put themselves in the customers' shoes and advocate for the customers when necessary.

• Primary triage for all customer issue escalations
• Facilitate credit approvals for new customers and credit line increases for existing customers
• Lead customer retention efforts through the use of effective problem-solving skills
• Maintain extensive knowledge of our products and services as well as market trends in order to understand the customer's needs
• Resolve all level customer complaints concerning billing, products or services rendered, by providing timely solutions to the customer, understanding when high level customers need further escalation to upper management.
• Lead problem resolution efforts with Quality Assurance and other key departments to identify root cause and corrective action needed for future improvement to customer service
• Facilitate internal communications to sales representatives, manufacturing team, and management as needed to improve customer service processes
• Provide pricing and lead time quotations to customers in a timely manner

Customer Care

• Provide exceptional customer service by actively listening to customers regarding the service we provide and finding the best solution for the customer
• Clarify and promote the value proposition to our customers
• Strategically navigate high level customers through their lifecycle within our organization and tools
• Lead the onboarding of all new higher level customers through credit and other internal systems to ensure the order fulfillment process sets the right first impression for new customers
• Clearly, consistently, and effectively communicate with customers by phone, email and/or in person to receive orders, cancellations, and changes in product(s) or to clarify needs and requirements
• Assist the Customer Care Manager in guiding all customer care representatives in the execution of assigned tasks and ensuring that their services are of maximum satisfaction to the customer

Process Support

• Identify necessary customer solutions and order management process changes through research, interactions and feedback
• Implement identified process changes and improvements by ensuring proper training of customer care team members
• Proactively identify problems that might arise from operations with the use of ethical procedures and professional judgment
• Lead efforts to streamline the coordination of product shipments, expediting shipments, arranging pick-up of defective product, etc. with shipping department

What do you bring?

• Bachelor's Degree or equivalent experience in Customer Care / Customer Service, any concentration
• 3-5 years experience with direct customer contact and communication - Required

Omniseal Solutions, part of Saint-Gobain, specializes in designing and manufacturing precision sealing and wear-control solutions for critical applications in extreme environments, including cryogenic, high-temperature/high-pressure, ultra-high vacuum, and tight-tolerance conditions. The company serves demanding global markets such as aerospace, automotive, power generation, semiconductor, life sciences, nuclear, industrial, and aviation industries.

As a business unit of Saint-Gobain—a 360-year-old Global 500 company—Omniseal Solutions combines the stability of a large multinational organization with the agility and entrepreneurial culture of smaller, innovative teams. Saint-Gobain is recognized globally as both a top employer and a leading innovator, driven by nearly 200,000 diverse employees collaborating worldwide. The organization emphasizes teamwork, problem-solving, and forward-thinking innovation to create solutions that improve lives and enable the world of tomorrow

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in…