Customer Care Specialist I (34318)

Job Summary

The Customer Care Specialist I serves as the first point of contact for KLS Martin customers. This entry-level position is dedicated to delivering exceptional customer service by responding to inquiries, processing orders and quotes, resolving basic issues, and ensuring a positive overall experience. The Specialist communicates with customers across multiple channels, providing accurate and helpful information in a timely manner. This role offers a valuable opportunity to gain experience in an office-based customer service environment and build a strong foundation in customer-facing and administrative skills.

Essential Functions, Duties, and Responsibilities

Customer Support:
- Provide responses to customer inquiries via phone and email. Ensure timely, professional, and accurate communication

Issue Resolution:
- Resolve basic customer issues related to products or services, such as order status inquiries, product information, or account-related questions

Order/Quote Processing:
- Process orders/quotes, including placement, modifications, cancellations, and confirmations. Ensure all orders are accurately entered into the system and follow up on pending or delayed orders to provide customers with timely updates. Handle order adjustments and ensure that all order details are accurate, including product selection, shipping information, and payment processing

Product Knowledge:
- Learn and apply basic knowledge of the company’s products, services, and policies to provide accurate and effective support to customers

Documentation:
- Log all customer interactions, inquiries, and issues accurately in the ERP system, ensuring a seamless order to cash process

Team Collaboration:
- Work closely with other customer care team members and departments to ensure all customer issues are addressed

Customer Satisfaction:
- Focus on providing excellent customer care with the goal of building rapport, encouraging customer satisfaction and loyalty