Customer Care Specialist

Job Summary: 

The Customer Care Specialist is the essential liaison between the company and its customers and distributors in the mission of streamlining the customer buying journey. Ownership of the product order transaction process, from inception to delivery, is at the center of the customer care group focus. Thinking beyond the transactional nature of the product ordering process, the Customer Care Specialist will work closely with management for continuous process improvement and identification of cross-selling opportunities in the customer interaction process.  

More specifically, the Customer Care Specialist is the lead in essential product fulfillment functions including order processing, product returns and repairs coordination as well as the implementation of the product demonstration program with the company’s internal and external key stakeholders. The Customer Care Specialist is at the commercial front-line of the customer’s experience addressing their transactional queries, ensuring a streamlined product purchase process, and acting as their advocate relating to any topic in the complete buying, use and ownership experience with the company ensuring optimal customer satisfaction.  

We are in search of a “roll up the sleeves” candidate who will take initiative in supporting the growth of a critical commercial function in support of the company’s expansion.  

Essential Job Functions: 

• Own the end-to-end customer order process through close interaction with internal teams, from logistics, regulatory affairs to supply chain ensuring complete and on-time delivery   

• Develop thorough product know-how in terms of configuration set-ups, basic functionality and pricing scenarios enabling effective customer interaction and cross-selling opportunities 

• Understand the procedural workflow in order processing, product returns and repairs – offering thoughtful recommendations in efficiency improvements 

• Monitor and track product demo requests and their timely return to ensure efficient use of demo product inventory by sales organization 

• Support sales organization with on-demand processing and delivery of supporting marketing collateral  

• Work with Finance to ensure proper follow-through of account standing and customer payments 

• Generate product inventory reports to stay ahead of the curve in demand spikes and resource requirements for value-added services such as repairs and maintenance programs 

• Develop customer surveys to assess customer satisfaction through defined customer metrics including Net Promoter Score (NPS) and Customer Perfect Order (CPO)  

• Coordinate the customer feedback proc