Customer Care Specialist

DutchCrafters•Sarasota, FL

6d•$20 - $20•Hybrid

About The Position

We're seeking a full-time Customer Care Specialist for our Fulfillment Team. The customer care specialist is an advocate for our B2B and B2C customers throughout the build and delivery process of an order. They are part of the post-sale support team and are passionate for providing exceptional customer service. Acting as the first line of response to customers from placement to receipt of order, the customer care specialist communicates in an open, helpful, and engaging tone and focuses on creating the best experience for each customer as they wait for their delivery. This position offers a rewarding experience where the employee has the opportunity to impact the company, the team, and the customer journey.

Requirements

Customer service oriented with excellent telephone and email communication skills.
Strong work ethic with integrity, self-motivation, and personal responsibility.
Organizational skills with ability to prioritize.
Extraordinary ability to be helpful, go above and beyond, and take care of customers.
Strong desire to be part of a team achieving personal and company-wide goals.
Competency with Office 365, internet savvy and comfortable using databases.
All candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Sales experience is a plus, but not required

Responsibilities

Welcome every customer into the DutchCrafters family by delivering exceptional service and support from the moment an order is placed through to final delivery.
Exceed customer expectations by providing personalized, attentive care throughout the entire order journey.
Maximize sales opportunities by confidently upselling complementary products, premium options, and value-added features to increase order value and support revenue goals.
Support order completion by assisting customers with finalizing product details (e.g., stain selection) and ensuring all necessary purchase order documentation is accurately submitted.
Proactively shape customer expectations by clearly communicating timelines and updates related to order delivery, ensuring a smooth and satisfying customer experience.
Keep customers informed with timely updates on order status, revised timelines, and shipping details to maintain transparency and trust.
Conduct follow-up calls post-delivery to reinforce customer satisfaction, gather feedback, and build lasting relationships.
Resolve customer claims efficiently and empathetically, ensuring each issue is handled professionally with a focus on successful resolution.
Contact customers regarding payment plans or outstanding balances to reduce delays and keep orders on track