Customer Care Specialist

JOB SUMMARY

We are seeking a dedicated and customer-oriented individual to join our team as a Customer Care Specialist. As a Customer Care Specialist (CCS), you will be responsible for providing exceptional customer service, addressing post-sale inquiries, resolving issues, and ensuring customer satisfaction. You will serve as the primary point of contact to the customer, representing our company as you navigate and facilitate communication, working with applicable depts (i.e. Procurement, Quality and Warehouse) to determine best resolution. The ideal candidate should have excellent communication skills, problem-solving abilities, and a strong commitment to delivering outstanding service.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties as assigned.

Serve as the main point of contact for customer inquiries, concerns, and complaints as prompted by sales team.

• Acting as the primary liaison between the customer, Sales team, Warehouse, Procurement, and Quality departments for inbound customer inquiries, providing accurate and helpful information
• Resolve customer issues and complaints efficiently, aiming for a satisfactory resolution for all parties -- providing corrective action documentation, as required
• Quickly identifying customer issues and qualifying claims to initiate and proceed with best path for most efficient solution
• Actively listen to customers, empathize with their concerns, and demonstrate genuine care and understanding, while processing claims according to company procedures
• Build customer confidence by maintaining a consistently professional and calm attitude throughout process
• Identify and escalate complex or unresolved issues to appropriate teams or management in a timely manner
• Maintain accurate records and request appropriate documentation throughout customer interactions, transactions, and inquiries
• Collaborate with cross-functional teams to ensure effective problem resolution and customer satisfaction, building strong internal relationships for maximized streamlined communication
• Continuously stay updated on product knowledge, company policies, system enhancements and published procedures to provide accurate information to customers
• Assist in identifying patterns or trends in customer inquiries and feedback, providing insights for process improvements to management as directed
• Support customer care initiative with miscellaneous activities as directed by management, related but not limited to the above tasks