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

Qualifications:

EDUCATION/EXPERIENCE:

• High school diploma or greater
• 2-4 years business experience in a manufacturing or distribution environment
• ERP system experience is a plus
• An understanding of customer purchase order requirements and/or drawings is preferred

A strong predictor of success for the Customer Care Specialist would be the ability to manage multiple priorities efficiently and effectively. Your ability to liaise with both the Sales Team and across multiple internal departments will ensure that the cases are resolved quickly and that customer service excellence is achieved.

SKILLS AND REQUIREMENTS:

• U. S. Person (ITAR This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). To perform the position, you must be a U.S. Person as defined by ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e., 'Green Card Holder'), Political Asylee, or Refugee)
• Must be able to report to assigned office location during scheduled in-office workdays.
• Strong written and verbal communication skills and proficiency in English are required. Fluency in Spanish is preferred.
• Excellent listening and problem-solving abilities.
• Proven experience in a customer service role, preferably as a Customer Care Specialist or similar position.
• Patience, empathy, and a positive attitude when dealing with challenging situations.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
• Proficient in using CRM, MS Office Suite, company systems, and other relevant tools.
• Strong attention to detail and accuracy in record-keeping.
• Ability to create efficient flow of processes at a micro and macro level.
• Knowledge of industry best practices and customer service principles.

PHYSICAL REQUIREMENTS:

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers, and customers. The position may involve walking out onto the Warehouse or Production floors. Reasonable accommodation may be made to enable individuals to perform the essential functions of this job.

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Substantial movements (motions) of the wrists, hands, and/or fingers (paperwork, typing, using mouse/keyboard). The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Reasonable accommodation may be made to enable individuals to perform the essential functions of this job.

WORKING CONDITIONS:

Position is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work).

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply. Interstate connecting Components and Trek Connect -- Divisions of Heilind Mil-Aero, LLC takes affirmative action in support of its policy to employ and advance in employment individuals who are protected veterans and individuals with disabilities. VEVRAA Federal Contractor