Customer Care Specialist (Springfield, IL OR Winnipeg, MB, Canada)

Key Responsibilities

Customer Care & Sales Support

• Serve as a primary contact for customer inquiries regarding sales, orders, and services.
• Build and maintain strong relationships with customers through interactive communication and problem-solving.
• Manage a high volume of inbound calls and ensure consistent telephone coverage.
• Process orders in accordance with quotes and customer purchase orders, ensuring accuracy and efficiency.
• Portal processing and other related e-commerce tasks.
• Address and resolve escalations, including order adjustments, credits, customer experience concerns, and quality issues.

Operations & Administration

• Collaborate with Sales Representatives, Logistics, AR, Pricing Analysts, and other stakeholders to ensure seamless order fulfillment.
• Reconcile AR discrepancies and follow up on transaction issues to ensure prompt resolution.
• Provide data analysis and reporting on team performance, sales trends, and forecasting.
• Ensure adherence to company policies and standard operating procedures (SOPs).
• Maintain and update customer account information as needed.
• Assist in process improvement initiatives and implement best practices in sales administration.
• Conduct and participate in team meetings to share updates, new processes, and learning opportunities.
• Any customer care or sales support functions that are deemed necessary to support business needs.
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

Critical Skills

• Excellent verbal and written communication skills.
• Strong interpersonal skills and ability to collaborate across departments.
• Proactive problem-solving and critical-thinking abilities.
• Ability to prioritize and multitask in a fast-paced work environment.
• Positive and adaptable mindset, open to change and continuous learning.

Basic Qualifications

• Bachelor's degree with 2+ years of customer service or sales administration experience in a team-based environment OR
• Associate degree with 3+ years of customer service or sales administration experience in a team-based environment.
• Proficiency in Microsoft Office (Excel, Word, Outlook, Teams).
• SAP, SFDC (SVXM), and CRM systems preferred.
• Strong attention to detail and ability to process orders with high accuracy.

Preferred Qualifications

• Experience with e-commerce platforms (Ariba, Coupa).

Performance Expectations

• Ensure timely processing of sales orders and SFDC (SVMX) case assignments.
• Maintain professional and effective communication with customers and internal teams.
• Adhere to key performance indicators (KPIs) and drive efficiency in sales operations.
• Actively contribute to process improvement initiatives and customer satisfaction.