Customer Care Specialist - eCommerce

ITC•Hudsonville, MI

13d•Hybrid

About The Position

The Customer Care Specialist serves as the primary point of contact for consumers, business customers, dealers, and manufacturing partners across phone, email, and online channels. This role supports ITC by delivering professional, timely, and accurate customer service, providing product information and quotes, and ensuring precise order processing. The Specialist acts as a knowledgeable resource on ITC products, policies, and eCommerce platforms while maintaining a customer focused approach in all interactions.

Requirements

High School or Equivalent
Minimum of 2 years’ customer service experience required; B2C, B2B, eCommerce and contract manufacturing experience preferred.
Typical office environment with prolonged periods of sitting at a workstation.
Ability to view a computer screen for extended periods.
Occasional light lifting (up to 20 lbs.) may be required.
Attention to detail with the ability to pivot from task to task, while maintaining priorities.
Effectively communicate in a clear and professional manner, both verbally and written.
Experience using Syteline, Shopify, Ship Station, and customer web portals.
Strong problem-solving skills with the ability to identify issues and recommend effective solutions.
Proficiency in Microsoft Office Suite and the ability to quickly learn new software and tools.
Ability to collaborate effectively with colleagues across departments and levels of experience.
Solid understanding of customer service principles and best practices.

Nice To Haves

Knowledge of LED lighting and/or marine and RV industries is a plus.

Responsibilities

Serve as the primary contact for customers via phone, email, and online inquiries; route or transfer calls to appropriate departments as needed.
Respond to questions regarding products, availability, pricing, promotions, and order status.
Provide product quotes and recommend appropriate solutions based on customer needs and product compatibility.
Accurately enter, review, and confirm customer orders, ensuring all requirements are met prior to acceptance.
Verify pricing, payment information, shipping methods, delivery timelines, and ship dates.
Support post purchase activities, including order changes, cancellations, returns, refunds, and claims in coordination with Shipping and Quality teams.
Troubleshoot customer concerns using critical thinking and sound judgment while balancing customer satisfaction with company policies.
Resolve issues efficiently and escalate when necessary to ensure customer needs are met.
Collaborate with internal departments to identify trends, improve processes, and enhance the overall customer experience.
Share customer feedback, product insights, and recurring issues with internal stakeholders to support continuous improvement initiatives.
Maintain a working knowledge of ITC products, eCommerce platforms, and departmental policies and procedures.
Demonstrate ITC’s Core Values in all interactions with internal and external customers.
Perform other duties as assigned.