Customer Care Team Member

Harte Hanks•Plano, TX

11h•Onsite

About The Position

The Customer Support & Order Operations Specialist is responsible for managing end-to-end service parts support for Authorized Service Centers (ASCs). This includes inbound customer support, order management, returns processing, credit inquiries, and ticket resolution. The role ensures accurate, timely handling of parts orders, return authorizations (RAs), and credit requests while maintaining high customer satisfaction and adherence to company policies. Harte Hanks is a leading global customer experience company that partners with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers. Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands. Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the U.S., Europe and Asia Pacific.

Requirements

High school diploma or equivalent required
Strong verbal and written communication skills
Proficiency in Microsoft Office and customer service/ticketing systems (e.g., CRM, ERP)
Excellent problem-solving skills and attention to detail
Ability to multitask and work in a fast-paced environment
May require sitting for extended periods and handling a high volume of calls

Nice To Haves

associate degree preferred
1–3+ years of experience in customer service, call center, order management, or logistics preferred
Fast-paced call center setting
Flexible shifts may be required, including evenings or weekends

Responsibilities

Provide inbound call and email support to ASCs for parts, orders, returns, and credit inquiries; deliver accurate, timely responses, educate on processes, and escalate complex issues as needed.
Parts research, order placement, tracking, and fulfillment while coordinating with logistics, warehouse, and supply chain teams to resolve issues and ensure on-time delivery.
Process Return Authorizations (RAs) and credit requests, validate eligibility, resolve discrepancies, and handle escalations related to returns and credits in compliance with company policies.
Review and resolve service tickets (missing, defective, or incorrect parts), ensuring SLA adherence, thorough documentation, and identification of recurring issues for escalation.
Track key metrics (calls, tickets, credits, returns), maintain accurate records, and identify opportunities to improve processes, efficiency, and overall customer experience.