Customer Care Specialist Sr

Oshkosh • Garner, IA

2d • Onsite

About The Position

The Customer Care Specialist Sr provides expert-level support by handling complex customer cases and serving as a resource to the customer care team. The role includes mentoring team members, analyzing trends in customer inquiries, recommending process improvements, and collaborating with cross-functional teams to enhance the overall customer experience.

This office-based role is primarily performed in a professional office environment with standard lighting, ventilation, and temperature-controlled settings. Duties are largely sedentary and involve extended periods of sitting and using a computer and telephone. The role also requires visual acuity to operate a computer and read documents, and auditory ability to participate in virtual and in-person meetings. Occasional movement within the office, including walking short distances, standing, or reaching for files, is necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• Associate degree with two or more years of administrative work experience, or an equivalent combination of education and experience.
• Excellent written and verbal communication skills.
• Strong ability to multitask using several computer systems simultaneously, including JDE, Outlook, Call Tracking, and Excel.

Nice To Haves

• Bachelor’s degree.

Responsibilities

• Handle high-priority and complex customer inquiries across multiple channels.
• Recommend and implement improvements based on recurring customer feedback or process gaps.
• Collaborate with engineering, parts, technical support, and purchasing to troubleshoot advanced cases.
• Assist with the development and updating of training materials and process documentation.
• Monitor metrics and trends to drive service excellence.
• Contribute to a culture of accountability and continuous learning.
• Serve as a subject matter expert on systems, products, and processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree