Customer Care Specialist II

EloTouch•Knoxville, TN

7d•Hybrid

About The Position

The Customer Care Specialist II provides high levels of service and support to assigned customer accounts by managing orders, handling returns, and providing long-term project support. The role works with the Customer Success Organization, Operations, Product Management, Channel, and Sales teams to deliver a strong customer experience. It handles front-line customer communications, represents the customer internally, and escalates and resolves customer concerns. The specialist is expected to act with urgency and maintain a helpful demeanor with internal and external customers. The position is based in the Knoxville office and requires a hybrid schedule and a standard full-time work schedule.

Requirements

At least 3 years of prior experience, including at least 1 year in a customer-facing role.
Experience with ERP systems such as SAP, Oracle, JDE, or MS Dynamics, and with Salesforce or CRM software.
Ability to make decisions independently that directly affect customers.
Ability to adapt and thrive in a fast-paced, changing environment.
Ability to gather and analyze relevant data to inform decisions.
Ability to quickly understand business models and metrics.
Passion for delivering world-class customer care.
Effective written and verbal communication skills.
Strong customer follow-up skills.
Strong attention to detail and organizational skills.
Proficiency with standard corporate productivity tools, including email, voicemail, and MS Office.
Ability to work a standard full-time schedule and a hybrid schedule in the Knoxville office.
Ability to lift up to OSHA single-person lift requirements.
Ability to sit, stand, bend, or walk for prolonged periods.

Nice To Haves

Bachelor's degree.
Experience participating in continuous improvement projects that increase customer satisfaction.
SAP experience, especially in the Sales & Distribution (SD), Materials Management (MM), or Financial Accounting (FI) modules.
Experience using CRM tools such as Zendesk.
Bilingual in Spanish, Portuguese, or Mandarin Chinese.

Responsibilities

Manage customer account onboarding, build trust and relationships, and support customer satisfaction.
Manage customer order backlogs, quote validation, and lead times.
Assist with returns and support the RMA team by initiating return goods, providing status updates and technical support, and submitting credit requests.
Coordinate with Sales, Channel, Operations, and other functional departments to support order management and on-time deliverables.
Proactively manage ATP, FIFO priorities, and customer shipment holds in the system.
Assist Demand Planning with order scheduling and quote-to-order planning.
Facilitate customer surveys and questionnaires to evaluate customer care processes and identify opportunities for continuous improvement.
Provide regular and ad hoc updates on customer status and inventory availability, including tracking confirmations for large project orders.
Troubleshoot issues that may delay customer orders.
Assist with order escalations and on-time delivery by prioritizing schedules, allocations, dropships, and expedited freight requests.
Maintain or exceed customer care metrics and data, and develop best practices, including for customer satisfaction and net promoter score.
Perform daily order accuracy and netting analysis for new sales orders.
Support upselling and lead generation with new and existing customers.
Support Lifecycle Management planning by announcing updates and product transitions to help customers transition smoothly.
Manage new client systems.
Perform other reasonable duties and activities as assigned.