Customer Care Specialist I

Job SummaryThe 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 ResponsibilitiesCustomer Support:Provide responses to customer inquiries via phone and email. Ensure timely, professional, and accurate communicationIssue Resolution:Resolve basic customer issues related to products or services, such as order status inquiries, product information, or account-related questionsOrder/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 processingProduct Knowledge:Learn and apply basic knowledge of the company’s products, services, and policies to provide accurate and effective support to customersDocumentation:Log all customer interactions, inquiries, and issues accurately in the ERP system, ensuring a seamless order to cash processTeam Collaboration:Work closely with other customer care team members and departments to ensure all customer issues are addressedCustomer Satisfaction:Focus on providing excellent customer care with the goal of building rapport, encouraging customer satisfaction and loyaltyEducation and Experience RequirementsEducation:High school diploma or equivalent requiredAdditional education is plus but not requiredExperience:- 0 - 2 years of customer service experiencePrevious experience in retail, hospitality, or other customer-facing roles is a plus but not mandatoryKnowledge, Skills, and AbilitiesCommunication:Strong verbal and written communication skills, with the ability to clearly explain information to customersCustomer Service Orientation:A positive attitude with a passion for helping others and providing outstanding serviceAttention to Detail:Ability to accurately document customer interactions, manage multiple inquiries, and ensure accurate follow-upProblem Solving:Strong ability to identify and resolve simple customer issues and escalate more complex issues as neededTime Management:Ability to manage time effectively, handle multiple tasks, and prioritize customer needs in a fast-paced environmentTechnical Proficiency:Basic computer skills and familiarity with Microsoft applications (Outlooks, Excel, Word, etc.) Ability to learn and use company-specific software tools and systems, including ERP softwareTeamwork:Ability to work effectively in a team setting, assisting colleagues when needed and contributing to team goalsKnowledge, Skills, and AbilitiesAttention to Detail: Accurately manages documentation, and attention to invoice reconciliation at the foundational level.Problem Solving: Accurately identifies issues and applies established procedures to resolve them.Teamwork & Collaboration: Works collaboratively with others and contributes to a positive team environment.Communication: Clearly & professionally exchanges information with customers and colleagues.Accountability: Take ownership of assigned work, meet deadlines and reliably follow through.Professionalism: Demonstrate integrity, respect, and adherence to KLS Martin’s quality and safety policies and procedures.Skill RequirementsTyping/computer keyboardUtilize computer software (specified above)Retrieve and compile informationMaintain records/logsVerify data and informationOrganize and prioritize information/tasksAdvanced mathematical concepts (fractions, decimals, ratios, percentages, graphs)Verbal communicationWritten communicationPublic speaking/group presentationsResearch, analyze and interpret informationInvestigate, evaluate, recommend actionBasic mathematical concepts (e.g. add, subtract)Physical RequirementsSitting for extended periodsExtended periods viewing computer screenReadingSpeakingHear/ListenMaintain regular, punctual attendanceBending/StoopingReaching/GraspingWritingHazardsNormal office environment #J-18808-Ljbffr