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.

We are seeking a Customer Care Specialist on a contract basis who is passionate about customer service & the customer experience. The Customer Care team manages contact points through various streams including, but not limited to, phone calls, emails, and customer portals. Ideal candidates will need demonstrate excellent time management skills and should be willing to think creatively & go the extra mile to ensure customer satisfaction. This role is a hybrid setup (3 days onsite 2 days remote/week) in Huntersville, NC.

As an Enterprise PMO Project Manager, you will capture, maintain, and facilitate project plans of approved initiatives. This will require engagement with a variety of associates from initiative owners through subject matter experts. You will identify interdependencies, drive alignment, and lead task execution across project and execution teams. You’ll enable teams to execute more efficiently and deliver results faster by applying their methodology using a not bureaucratic communication approach that supports the business strategy. Additionally, you will lead efforts to remove risks and barriers. A high degree of emotional intelligence, ability to collaborate and influence all personality types and facilitate efficiently is key.


Responsibilities:

• Understand the company's channels and omnichannel strategy.
• Upholds outstanding customer relationship standards through call quality, problem solving, ownership over any customer issue, and going above & beyond to address all needs.
• Responsible for customer account order management, report preparation, and sales/supply chain support functions for assigned accounts.
• Provide support to customers seeking help with post-order issues such as returns, replacements, refunds, delivery status, back-order inquiries, and any other issues that may arise in the order fulfillment process.
• Resolve customer concerns including proper escalation channels.
• The Specialist must follow through on all commitments made to customers and ensure correct and prompt processing of all requests asked of customer service.
• Proactively communicate potential service issues to customers and internal personnel
• Identify trends or inefficiencies requiring collaboration with all internal teams to root cause issues and develop process changes to drive exceptional customer experiences.
• Operate with understanding, active listening, patience, empathy and kindness to customers and Team Members alike
• Manage the order management life cycle for any assigned Key Accounts and Channels
• Maintain and manage backlogs, orders on hold and follow up to clear pricing/cross reference issues as quickly as possible.
• Builds a trusting relationship with the inside & outside sales team, along with internal support channels.
• Maintain first level troubleshooting of inbound/outbound EDI transactions for purchase orders, order acknowledgements, advance shipping notifications (ASNs)

• Bachelor's Degree or equivalent combination of education/work experience
• Operate with a willingness to learn. Share feedback, get feedback, and operate in a culture of being open-minded to grow
• Adept at multi-tasking, self-motivated with a strong drive to resolve issues quickly and effectively and work well within a team atmosphere
• Ability to navigate seamlessly between multiple client interactions and internal systems while working toward clearly defined customer service goals.
• Strong phone etiquette, verbal and written communication, active listening, and professional business skill sets
• Enjoys problem solving, thinking creatively and trying new things
• Process development & root-cause analysis skill set; ability to keep work flowing while minimizing problems and delays
• Good computer skills: SAP SD and EDI experience preferred and MS Office (Excel, Word)
• Effective conflict management skills while keeping professional composure
• Consumer Products Industry Experience a plus

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.

Perks are available through Mom Pay (Available upon completion of waiting period for eligible engagements)

Benefits: Medical, Dental, and 401k (no match)

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.