Customer Care Specialist

JOB SUMMARY:

The Customer Care Specialist serves as a primary customer-facing liaison ensuring accurate, timely processing of customer quotes, orders, subscriptions, and renewals. Performs work under general supervision while collaborating with sales, finance, technical service, and other internal partners to support strategic customer accounts and deliver a high-quality customer experience.

ESSENTIAL/PRIMARY DUTIES:

• Acts as subject matter expert for contract management and ERP-related processes including orders, warranties, subscriptions, and renewals

• Processes customer quotes, orders, and renewals accurately and in a timely manner

• Serves as first point of escalation for non-technical customer issues

• Builds and maintains effective working relationships with internal and external stakeholders

• Provides reporting and insights on customer activity and account performance

• Supports onboarding of new customers and ongoing account maintenance

• Assists with audits, training activities, and departmental initiatives

• Supports call center coverage and customer communication needs

SECONDARY DUTIES:

• Assists Customer Experience Representatives when in behind condition

• Trains new sales representatives and teammates on departmental processes

• Assists with audits and responds to auditors requests

EDUCATION and/or EXPERIENCE:

Associate degree or equivalent required with a minimum of 2-4 years of related experience, or equivalent combination of education and experience.

COMPETENCY and/or SKILL:

• Comprehensive knowledge of CRM and ERP systems

• Solid working knowledge of ISO and FDA standards

• Solid working knowledge of Microsoft Excel and data analysis tools

• Solid working knowledge of customer service and order management processes

• Beginning to solid working knowledge of reporting and visualization tools such as Tableau

SUPERVISORY RESPONSIBILITIES:

• No supervisory responsibilities