Sr Customer Care Representative

Server Products Inc•Richfield, WI

13h

About The Position

The Senior Customer Care Representative is responsible for handling complex customer inquiries, resolving issues, and supporting customers throughout the order and service lifecycle across multiple channels. This role primarily uses Salesforce as the CRM for managing customer interactions, case management, and reporting. As a senior team member, the individual will act as a subject matter expert, handle escalations, mentor junior staff, and contribute to process and system improvements to enhance efficiency and customer satisfaction.

Requirements

High School Diploma
3-5 years of customer care or customer experience, preferably in a manufacturing or B2B environment
Hands-on experience using CRM systems to manage customer cases, interactions, and data (Salesforce preferred)
Experience supporting domestic and international customers
Excellent written and verbal communication skills
Proven ability to apply problem-solving techniques and resolve customer issues
Professional attitude and demeanor
Ability to work independently or in a team environment
Strong desire to assist with questions and provide feedback in a timely manner
Demonstrated planning, organization, critical thinking, and follow-through skills
Strong attention to detail and time management skills
Advanced knowledge of ERP systems as well as Microsoft Office products
Adaptability and willingness to learn new skills and develop existing skills

Nice To Haves

Associates Degree preferred

Responsibilities

Serve as a primary point of contact for customer inquiries via phone, cases, and chats, supporting both domestic and international customers
Manage customer cases, interactions, escalations, and documentation within Salesforce and integrated systems (ERP, EDI, etc.)
Utilize Salesforce Omni Channel to manage workload, prioritization, and timely case resolution
Act as the SME for advanced product knowledge, system processes, and complex customer issues
Accurately enter and maintain customer, order, and case data to ensure data integrity and visibility
Resolve complex customer issues with empathy, professionalism, and a focus on first contact resolution
Collaborate cross functionally with Sales, Manufacturing, Shipping, Accounting, Sourcing, and IT to ensure accurate and timely order fulfillment
Investigate and resolve shipping, invoicing, warranty, service plan, and order discrepancies
Support EDI and non-EDI customers by identifying system issues, duplicate orders, and data mismatches, escalating as appropriate
Process international documentation including commercial invoices, packing lists, letters of instruction, USMCA, and shipper requirements
Run and review reports related to open cases, past due orders, lead times, and customer trends
Write detailed and accurate nonconformance reports (NCRs) when required
Maintain and update SOPs and work instructions, ensuring alignment with Salesforce workflows
Actively participate in onboarding and training of new team members, including CRM and CX best practices
Proactively identify process gaps and recommend improvements to systems, workflows, and customer communications
Participate in team meetings and provide insights on trends, risks, and opportunities impacting customer experience
Perform other duties as assigned