Customer Care Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Receive, process, input, and monitor customer orders through web-based platforms, email, EDI, or fax from the point of receipt to invoicing.

• Address inquiries from both internal and external customers regarding order status, pricing, shipping updates, proof of delivery (PODs), and invoicing.

• Provide timely solutions to challenges faced by customers and commercial representatives, offering alternative solutions when necessary.

• Identify opportunities for account management and process enhancements.

• Assist customer needs by collaborating with cross-functional teams across various product lines.

• Manage complex accounts for high-profile and demanding clients.

• Lead projects and team initiatives while also participating in the training and mentoring of new team members.

• Implement internal process improvements to enhance service levels positively.

• Develop and maintain order reporting that encompasses pricing, inventory, shipping, delivery, and invoicing issues.

• Ensure the smooth flow of new projects, items, graphics, labeling, and changes.

• Support legal, sales, and contractual commitments.

• Coordinate with transportation, supply chain, and plant operations to achieve desired service levels.

• Execute special projects assigned by the leadership team.

⛳️ Requirements

• 3–5 years of experience in customer care or a related field.

• A college degree is preferred.

• Six Sigma Certification is advantageous.

• Excellent verbal and written communication skills, demonstrating clarity and professionalism.

• Ability to make independent decisions and exercise autonomy in data-driven decision-making based on facts and historical data.

• Detail-oriented with strong organizational, analytical, listening, communication, and team-building abilities.

• Capacity to maintain professionalism under pressure.

• Proficient in learning and utilizing various customer-based software applications or online portals.

• Capability to work from home effectively.

• Access to high-speed internet and mobile phone service.

• A suitable workspace at home designated for work purposes.

• Consistent connectivity via phone, email, and instant messaging during approved working hours.

• Employment authorization in the United States.

🏝️ Benefits

• Medical, dental, and vision insurance plans.

• Flexible time off, starting at 80 hours of paid time annually for full-time salaried employees.

• Company-paid holidays starting at 8 days per year, which may vary by location.

• Wellbeing program and Employee Assistance Program.

• Health Savings Account/Flexible Spending Account options.

• Life insurance, Accidental Death & Dismemberment (AD&D), short-term and long-term disability, along with voluntary benefits.

• Paid Parental Leave.

• Retirement Savings Plan with a company match.

• Tuition Reimbursement (subject to approval).

• Discretionary annual bonus program (initial eligibility based on hire date).

• Ability to work from home.

• High-speed internet and cell phone service provision for remote work.

• A designated area within the employee's home for work purposes.