Customer Care Specialist

Customer Care Specialist

Build lasting relationships. Make every customer interaction count.

At Scot Forge, exceptional customer experiences are built through responsiveness, expertise, and genuine partnership. We're looking for a Customer Care Specialist who is passionate about helping customers, solving problems, and providing outstanding support throughout the customer journey.

In this role, you'll serve as a key point of contact for customers and internal teams, ensuring questions are answered, issues are resolved, and orders move smoothly through our organization. You'll play an important role in reinforcing Scot Forge's commitment to service excellence while helping customers navigate every stage of the order process.

Hours and Location:

Home Plant Location: Spring Grove, IL

Hours: M-F 8AM 5PM

What You'll Do

• Deliver exceptional customer service by serving as a trusted resource for customers and ensuring timely, professional support throughout the order lifecycle.
• Respond to customer inquiries regarding orders, quotations, certifications, shipping updates, returns, and other service-related requests.
• Process customer purchase orders, perform contract reviews for accuracy, and ensure required documentation is routed appropriately within the organization.
• Manage customer communications through phone, email, and web portals while coordinating with internal teams to resolve issues and provide status updates.
• Partner with Sales, Operations, Engineering, and Accounting to support customer needs, escalate critical issues, and strengthen long-term customer relationships.
• Maintain accurate customer records, manage shared inboxes, and identify opportunities to improve processes and enhance the overall customer experience.

What You'll Bring

Required Qualifications

• High school diploma or equivalent required.
• Strong customer service orientation with a passion for helping customers and solving problems.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
• Strong organizational and time management skills with the ability to effectively prioritize multiple responsibilities.
• Ability to work independently while contributing in a highly collaborative team environment.
• Strong attention to detail and ability to review information accurately.
• Demonstrated problem-solving skills and a proactive approach to finding solutions.
• Ability to thrive in a fast-paced environment where priorities may change and ambiguity may occasionally exist.
• Strong learning agility and a desire for continuous professional growth.

Preferred Qualifications

• Associate degree preferred, or an equivalent combination of education and relevant experience.
• One or more years of customer service, customer care, inside sales support, or related experience.
• Experience working in a manufacturing, industrial, or business-to-business (B2B) environment.
• Experience supporting customers through order management, contract review, or customer portal systems.
• Proven ability to build strong relationships with customers and internal stakeholders.

Why Join Scot Forge?

Scot Forge is a 130-year-old, 100% employee-owned company that manufactures custom open die and rolled ring forgings. At Scot Forge, we help our customers with forged solutions from the world's physical infrastructure, energy, and transportation to manufacturing, mining, and our national defense. From the wheels of NASA's Curiosity Mars Rover to mission critical components for nuclear submarines, to large hydraulic cylinders for the largest mining trucks on the planet, Scot Forge creates precision forged metal parts used in demanding applications all over the world.

As a Customer Care Specialist, you'll have the opportunity to make a direct impact on the customer experience while working alongside knowledgeable and passionate team members. Your contributions will help strengthen customer relationships, support business growth, and uphold the service excellence that sets Scot Forge apart.

Additional Information:

Scot Forge requires all employees to work 100% onsite.

This position is primarily located in our Spring Grove, IL facility with occasional travel to plants in other locations as required (Franklin Park, IL and Clinton, WI).

Other duties as assigned

Must be authorized to work anywhere in the U.S. without sponsorship

Must be able to pass a 90 day head hair drug test today.

Working Conditions/Physical Requirements:

• Office environment with occasional (<10%) exposure to noise and heat in manufacturing facility.

Review of applications will begin November and continue until the position is filled.

The estimated pay range for this position is the lowest and highest range we in good faith believe we would pay for this role at the time of this posting. We ultimately may pay more or less than the posted range, and the range may be modified in the future. The actual base pay offered to a candidate will depend on various factors including but not limited to relevant skills, experience, qualifications, education, certifications, seniority, geographic location and prevailing minimum wage, performance, shift, travel requirements, and business or organizational needs.

We offer a comprehensive package of benefits for eligible employees including Medical, Vision, Dental, Hearing, Life (Basic & AD&D), Disability (STD & LTD), 401K Plan with match, Profit Sharing, Employee Stock Ownership Plan (ESOP), Tax Savings (FSA & HAS), Vacation Time, Paid Time Off, and Paid Holidays.

Scot Forge is an Equal Opportunity Employer. We value diversity and inclusion and welcome all qualified candidates to apply. We maintain a drug-free workplace and perform pre-employment substance abuse testing.