Customer Care Specialist (Hybrid - Huntersville, NC)

Our Customer is a leading value-added distributor in North America providing expertise, solutions and products from infrastructure, plumbing and appliances to HVAC, fire, fabrication and more. They exist to make their customers’ complex projects simple, successful and sustainable. With over 1 million customers, they have a very distinctive culture anchored in customer service. “We are a relationship business. Together we help build more than homes and office buildings. We help build relationships, trust, confidence and community.”

Our Customer is seeking a Customer Care Specialist on a contract basis to support their business needs. This role is based out of their Huntersville, NC office and offers hybrid - remote flexibility. As a hybrid role, this will require an in-office presence Tuesday - Thursday, with the option to work from home Mondays & Fridays, weekly.

Responsibilities

• Support customers across multiple contact channels, including phone, email, and customer portals
• Demonstrate a strong understanding of omnichannel customer engagement strategies
• Deliver high-quality customer experiences through effective problem-solving, ownership, and follow-through
• Manage customer account order processing, reporting, and sales and supply chain support for assigned accounts
• Assist customers with post-order issues including returns, replacements, refunds, delivery status, and back-order inquiries
• Resolve customer concerns using appropriate escalation paths when necessary
• Ensure all customer commitments are followed through with accurate and timely processing
• Proactively communicate potential service issues to customers and internal teams
• Identify trends, inefficiencies, and recurring issues and collaborate with internal teams to drive process improvements
• Manage the full order lifecycle for assigned key accounts and sales channels
• Maintain and manage backlogs, orders on hold, and pricing or cross-reference issues
• Build strong working relationships with inside sales, outside sales, and internal support teams
• Perform first-level troubleshooting for inbound and outbound EDI transactions including purchase orders, order acknowledgements, and advance shipping notifications
• Operate with empathy, active listening, patience, and professionalism when interacting with customers and team members
  
  

Skills And Qualifications

• Bachelor’s degree or equivalent combination of education and work experience
• Strong time management and multitasking skills in a fast-paced environment
• Self-motivated with a strong sense of accountability and ownership
• Ability to navigate multiple systems while managing concurrent customer interactions
• Excellent phone etiquette with strong verbal, written, and active listening communication skills
• Strong problem-solving skills with a creative and solution-oriented mindset
• Ability to collaborate effectively within a team-based environment
• Effective conflict management skills with professional composure
• Willingness to learn and operate in a feedback-driven culture
  
  

Preferred

• Experience with SAP SD and EDI
• Proficiency in Microsoft Office, including Excel and Word
• Experience within the consumer products industry
  
  

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.