Customer Solutions Specialist

Customer Solutions Subject Matter Expert

Are you ready to be the heartbeat of customer success? Husqvarna Construction in Olathe, KS is seeking a dynamic Subject Matter Expert to lead with purpose in our Customer Solutions Department. This role is all about building strong customer relationships, supporting our frontline representatives, and stepping in with confidence when special handling is needed.

You'll be the go-to expert for urgent customer requests, a strategic partner to management in identifying growth opportunities, and a key player in special initiatives like leasing orders and promotional processing. Whether backing up call queues or driving department-wide improvements, you'll bring energy, precision, and a passion for delivering exceptional service.

Responsibilities

Case Processing (60%)

• Own and manage the end-to-end processing of GAF orders with accuracy and urgency
• Collaborate cross-functionally with internal departments to ensure seamless customer experiences
• Leverage deep product knowledge to make informed recommendations that align with customer needs
• Deliver clear, confident technical guidance on product functionality and website navigation
• Respond promptly and professionally to customer and sales rep inquiries via email
• Efficiently retrieve and distribute invoices and packing lists upon request
• Lead real-time customer engagement through proactive management of the Customer Service Chat platform
• Serve as the primary point of contact for high-volume distribution customers, ensuring tailored support
• Provide backup coverage for phone queues, maintaining service continuity during peak times

Administrative (15%)

• Maintain high-quality CRM data by documenting detailed, accurate records of all customer interactions
• Perform ongoing account maintenance to ensure CRM reflects current and actionable customer information
• Support customer account updates and changes with precision and timeliness

Issue Resolution (25%)

• Drive resolution of open cases within the CRM system, ensuring timely and effective outcomes
• Partner with customers to resolve mis-shipments and restore satisfaction
• Communicate customer or territory-specific challenges to assigned Sales Representatives for alignment
• Collaborate on back-order resolution strategies to minimize disruption and enhance customer trust
• Lead the chat-based customer solutions function by managing daily operations, ensuring prompt and accurate issue resolution while also delivering a consistently high-quality customer experience.

Competencies

Position-specific Competencies

• Excellent attention to detail to ensure accuracy of work
• Maintaining complete, accurate records utilizing appropriate systems
• Working cooperatively within a team environment

Critical Functional Skills & Knowledge

• Solid working knowledge of a call reporting management (CRM) system
• Solid working knowledge of phone systems
• Ability to read schematics and illustrated parts list
• Solid ERP system knowledge
• Working product knowledge
• Solid knowledge of Microsoft Office products, specifically Excel and Word

Education & Experience

• High school degree or equivalent
• Excellent English verbal and written communication skills
• At least 2-3 years' experience as a Customer Solutions Representative

Husqvarna Construction is a part of Husqvarna AB. We are a world leader in the construction and stone industries. Founded in 1689. Our extensive construction product range includes machines, diamond tools and all accessories that you need for cutting, sawing and drilling, as well as polishing floors. The stone product range is comprised of a variety of different diamond tools for quarries and the stone processing industry. We are located in Olathe, Kansas.

Husqvarna is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline and termination. Husqvarna prohibits discrimination, harassment and retaliation in employment based on race; color; religion; national origin; gender; sexual orientation; pregnancy; age; disability; service member status; or any other category protected by federal, state, or local law.