Customer Care Specialist I (34318)

Job Summary

The Customer Care Specialist I serves as the first point of contact for KLS Martin customers. This entry-level position is dedicated to delivering exceptional customer service by responding to inquiries, processing orders and quotes, resolving basic issues, and ensuring a positive overall experience. The Specialist communicates with customers across multiple channels, providing accurate and helpful information in a timely manner. This role offers a valuable opportunity to gain experience in an office-based customer service environment and build a strong foundation in customer-facing and administrative skills.

Essential Functions, Duties, and Responsibilities

Customer Support:
- Provide responses to customer inquiries via phone and email. Ensure timely, professional, and accurate communication

Issue Resolution:
- Resolve basic customer issues related to products or services, such as order status inquiries, product information, or account-related questions

Order/Quote Processing:
- Process orders/quotes, including placement, modifications, cancellations, and confirmations. Ensure all orders are accurately entered into the system and follow up on pending or delayed orders to provide customers with timely updates. Handle order adjustments and ensure that all order details are accurate, including product selection, shipping information, and payment processing

Product Knowledge:
- Learn and apply basic knowledge of the company’s products, services, and policies to provide accurate and effective support to customers

Documentation:
- Log all customer interactions, inquiries, and issues accurately in the ERP system, ensuring a seamless order to cash process

Team Collaboration:
- Work closely with other customer care team members and departments to ensure all customer issues are addressed

Customer Satisfaction:
- Focus on providing excellent customer care with the goal of building rapport, encouraging customer satisfaction and loyalty

Education and Experience Requirements

Education:

- High school diploma or equivalent required

- Additional education is plus but not required

Experience:

- 0 - 2 years of customer service experience

- Previous experience in retail, hospitality, or other customer-facing roles is a plus but not mandatory

Knowledge, Skills, and Abilities

Communication:

- Strong verbal and written communication skills, with the ability to clearly explain information to customers

Customer Service Orientation:

- A positive attitude with a passion for helping others and providing outstanding service

Attention to Detail:

- Ability to accurately document customer interactions, manage multiple inquiries, and ensure accurate follow-up

Problem Solving:

- Strong ability to identify and resolve simple customer issues and escalate more complex issues as needed

Time Management:

- Ability to manage time effectively, handle multiple tasks, and prioritize customer needs in a fast-paced environment

Technical Proficiency:

- Basic computer skills and familiarity with Microsoft applications (Outlooks, Excel, Word, etc.) Ability to learn and use company-specific software tools and systems, including ERP software

Teamwork:

- Ability to work effectively in a team setting, assisting colleagues when needed and contributing to team goals

Knowledge, Skills, and Abilities

• Attention to Detail: Accurately manages documentation, and attention to invoice reconciliation at the foundational level.
• Problem Solving: Accurately identifies issues and applies established procedures to resolve them.
• Teamwork & Collaboration: Works collaboratively with others and contributes to a positive team environment.
• Communication: Clearly & professionally exchanges information with customers and colleagues.
• Accountability: Take ownership of assigned work, meet deadlines and reliably follow through.
• Professionalism: Demonstrate integrity, respect, and adherence to KLS Martin’s quality and safety policies and procedures.

Skill Requirements

• Typing/computer keyboard
• Utilize computer software (specified above)
• Retrieve and compile information
• Maintain records/logs
• Verify data and information
• Organize and prioritize information/tasks
• Advanced mathematical concepts (fractions, decimals, ratios, percentages, graphs)
• Verbal communication
• Written communication
• Public speaking/group presentations
• Research, analyze and interpret information
• Investigate, evaluate, recommend action
• Basic mathematical concepts (e.g. add, subtract)

Physical Requirements

• Sitting for extended periods
• Extended periods viewing computer screen
• Reading
• Speaking
• Hear/Listen
• Maintain regular, punctual attendance
• Bending/Stooping
• Reaching/Grasping
• Writing

Hazards

• Normal office environment