UserAccount: Customer Care Specialist I

SICK•Minneapolis, MN

6d•Hybrid

About The Position

The Customer Care Specialist I provides day-to-day operational support to customers, prospects, sales representatives, distributors, and internal departments. The role is based at SICK’s Minneapolis, Minnesota campus and follows a hybrid schedule of four days in the office and one day remote. The specialist handles a high volume of activities while providing a positive customer experience, maintains working knowledge of SICK processes, and supports project management, team assignments, and process improvements. The position manages customer inquiries and transactional requests, coordinates order lifecycle activities, addresses issues with internal teams, and maintains customer and order records in CRM and ERP systems. It also supports customer understanding of SICK’s terms, conditions, ordering guidelines, and website self-service options. The role is generally Monday through Friday, full-time, with on-call availability on some weekends if required.

Requirements

At least 2 years of experience in a customer service-related field, or demonstrated required competencies at the expected proficiency level.
At least 2 years of college education or equivalent work experience.
Proficiency with Microsoft Word, Excel, PowerPoint, and internet applications.
Professional written and spoken fluency in English.
Legally permitted to work in the country of application and willing to undergo an employment background check.

Nice To Haves

Experience with process improvement methodologies.
Basic understanding of ERP, CRM, and e-procurement systems.
Basic knowledge of customer service communication channels and measurements.

Responsibilities

Answer customer inquiries through multiple communication channels while meeting departmental service-level goals and providing timely updates on open inquiries.
Coordinate order lifecycle activities and resolve issues, working with internal teams when needed.
Provide the organization visibility into customer contractual obligations and help ensure operational agreements are met.
Meet individual KPIs and performance objectives while pursuing continuous improvement and personal growth.
Maintain a thorough understanding of SICK terms and conditions and ordering guidelines, and educate customers about them.
Manage daily transactional requests, including sales orders and sample trials, submitted electronically, by email, or through SICK’s website.
Understand and apply standard operating procedures in daily work.
Document customer interactions and maintain account and order information in CRM and ERP systems.
Maintain familiarity with government, industry, and import/export regulations.
Build trusting relationships with customers, sales representatives, distributors, and internal departments.
Inform management of unresolved conflicts that adversely affect customers and their experiences.
Recommend process improvements and customer experience enhancements, and implement changes when called upon.
Encourage customer self-help by recommending and explaining use of the SICK website.
Develop understanding of SICK products and the industries they serve, and learn the SICK Spirit.
Carry out other duties and responsibilities as assigned or required.