Customer Care Specialist

Department: Procurement and Customer Success

Reports to: Director of Procurement and Customer Success

Type: Full Time Mon-Fri 8am to 5pm

The Customer Care Specialist serves as a primary point of contact for customers by delivering exceptional service and ensuring a seamless order-to-delivery experience. This role is responsible for processing customer orders, responding to inquiries, coordinating with internal departments, and proactively resolving issues while building strong customer relationships. The ideal candidate is highly organized, detail-oriented, and committed to providing an outstanding customer experience.

Customer Service & Relationship Management

• Serve as the primary contact for assigned customer accounts, providing prompt, professional, and courteous service.
• Respond to customer inquiries regarding orders, products, pricing, availability, shipments, and account information.
• Proactively communicate with customers to strengthen relationships, understand business needs, and identify opportunities for growth.
• Conduct routine customer outreach to promote satisfaction, retention, and repeat business.
• Partner with Sales to support account growth, follow up on opportunities, and re-engage inactive customers.
• Resolve customer concerns and document key customer interactions within company systems.

Order Management

• Enter and process customer orders accurately and efficiently.
• Review orders for completeness and ensure customer requirements are met.
• Monitor orders through delivery, communicating updates and coordinating changes, returns, credits, and other requests.

Cross-Functional Collaboration

• Partner with Sales, Procurement, Supply Chain, Operations, Production, Logistics, and Finance to ensure customer expectations are met.
• Coordinate with warehouse and shipping teams to support accurate, on-time deliveries.
• Assist Sales with quotations, customer documentation, and account support.
• Identify opportunities to improve customer service processes and operational efficiency.
• Maintain a thorough understanding of company products, policies, and procedures.
• Participate in departmental initiatives that enhance customer satisfaction and service quality.

Other Responsibilities

• Perform other duties as assigned to support business objectives.

• Bachelor's degree required.
• Five or more years of customer service, customer care, inside sales support, account management, or order management experience, preferably within manufacturing, distribution, or industrial products.
• Strong communication, relationship-building, organizational, and problem-solving skills.
• Proficiency in Microsoft Office, including Outlook, Excel, and Word.
• Experience with ERP systems preferred.
• Ability to manage multiple priorities in a collaborative, fast-paced environment.