Customer Care Specialist

Altor Solutions•Remote, MO

3d•Onsite

About The Position

The Customer Care Specialist (CCS) is expected to be knowledgeable in all aspects of the order to cash process within a fast-paced, high-volume manufacturing environment that requires strong attention to detail, adaptability, and the ability to manage multiple priorities. This entails order processing, obtaining scheduling information, coordination of shipments, order expedites and processing of customer inquiries. The CCS will act as a liaison between respective departments to investigate and resolve non product complaints. This position will perform standardized processes, complete ERP (NetSuite-Plex) and supplemental trainings to align with department and company guidelines. This role regularly communicates with Spanish-speaking customers; therefore, fluency in both English and Spanish, including verbal and written communication, is required.

Requirements

Bachelor’s Degree or equivalent work experience
Minimum of 3 years of customer service experience required, with at least 1 year supporting customers in a manufacturing, distribution, or production-based environment strongly preferred.
Experience with ERP Systems is desired
Spanish/English bilingual skills preferred, including the ability to read, write, and communicate verbally in Spanish to support Spanish-speaking customers and internal team members.
Knowledge of Microsoft Suite – Word, Excel, PowerPoint.
Computer literacy; proficiency in office software products, with the ability to create PowerPoint or Excel presentations, and effectively utilize Teams, SharePoint, and Salesforce.
Proficiency in use of ERP systems (Oracle, SAP, NetSuite, etc.) required.

Nice To Haves

Spanish/English bilingual skills preferred, including the ability to read, write, and communicate verbally in Spanish to support Spanish-speaking customers and internal team members.

Responsibilities

Primary point of contact for an assigned geographical section or market specific account base.
Provide product or service information relative to Altor’s product portfolio.
Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
Provide accurate information and assistance regarding products, services, and policies.
Handle customer complaints and concerns effectively, aiming for a swift resolution while maintaining a positive customer experience.
Escalate issues to appropriate channels when necessary.
Assist customers with placing orders, tracking shipments, and processing returns or replacements.
Ensure accuracy and efficiency in order management procedures.
Develop a comprehensive understanding of our products or services to effectively address customer questions and concerns.
Knowledgeable on product features, pricing, and entire Altor product portfolio.
Build and maintain strong customer relationships by demonstrating empathy, professionalism, and reliability in every interaction.
Customer sites visits may be required to support customer or business requirements.
Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions.
Provide regular reports i.e. Open Order Reports, Scorecards, and feedback to management in regard to service level agreements.
Collaborate with departments such as Sales, Operations, Scheduling, or Marketing to ensure seamless communication and resolution of customer issues.
Contribute to team goals and initiatives.
Other duties as assigned.