Customer Care Support Specialist

Shift: Monday – Friday, 8:00 AM – 5:00 PM PT, required overtime as necessary

Summary:

As a Customer Care Support Specialist, you will provide essential administrative and operational support to ensure an exceptional customer experience. In this role, you will manage customer inquiries, process orders and returns, maintain accurate records, and resolve issues while ensuring compliance with quality and regulatory standards. You will collaborate with cross-functional teams to deliver timely, accurate solutions and support service level expectations.

What You Will Do:

• Respond to customer inquiries via phone, email, and CRM systems, providing accurate information on product specifications, pricing, availability, delivery timelines, and shipping status.
• Process customer purchase orders through CRM and ERP systems, ensuring accurate data entry, order details, and timely fulfillment.
• Manage customer profiles, purchase orders, and supporting documentation to maintain accurate records and ensure compliance with quality and regulatory requirements.
• Coordinate Return Material Authorizations (RMAs), communicate return instructions, and process associated customer requests.
• Research and resolve order, invoice, pricing, shipping, and credit discrepancies, including processing credit and rebill transactions.
• Build and maintain positive customer relationships through professional communication, proactive follow-up, and effective issue resolution.
• Collaborate with cross-functional partners, including Finance, Distribution, Marketing, Purchasing, and Inventory Management, to address customer needs and support operational efficiency.
• Identify opportunities to streamline workflows, improve accuracy, and enhance the customer experience through LEAN principles and continuous improvement initiatives.

What You Need:

Required:

• High School Diploma or equivalent
• 3+ years of relevant experience

Preferred:

• Associate or bachelor’s degree
• Preference for candidates in Arizona; preference for candidates in the Pacific or Mountain Time Zone
• Proficiency in MS Excel, Word, Access, Outlook, Oracle, SAP, Salesforce, and ERP systems (including data analysis tools i.e. queries, pivot tables, etc.)

United States of America Pay Ranges:

• USN: $23.08 - $31.22 USD Hourly
• US5: $24.24 - $32.79 USD Hourly
• US10: $25.39 - $34.35 USD Hourly
• US15: $26.55 - $35.91 USD Hourly
• US20: $27.70 - $37.47 USD Hourly
• US30: $30.01 - $40.59 USD Hourly

View the U.S. work location and transparency guide to find the pay range for your location.