Customer Care Associate - Nationals/Strategic

Customer Care Associate

Founded in 1904, ESAB Corporation is a premier narrowly diversified global leader in connected fabrication technology and gas control solutions. Our rich history of innovative products, workflow solutions, and business system, ESAB Business Excellence, enables our purpose of Shaping the World We Imagine. We're looking to hire a talented Customer Care Associate based in Denton, Texas.

Reporting to the Customer Care Supervisor, the Customer Care Associate is responsible for delivering exceptional, end-to-end customer support to ESAB's top key high-priority customers. This role focuses on building long-term relationships, resolving complex customer issues, and ensuring a seamless and elite customer experience.

Primary Duties

• Maintain strong, positive relationships with high-priority customers
• Serve as the single point of contact for key accounts
• Investigate, analyze, and resolve customer concerns
• Manage high volume of inbound calls
• Respond to inquiries related to orders, quotes, deliveries, returns, warranties
• Process orders using SAP and CRM systems
• Track customer interactions and escalations
• Demonstrate strong problem-solving and multitasking skills
• Analyze reports and support KPIs
• Maintain knowledge of systems and ISO compliance
• Provide feedback on escalations and service issues

Qualifications

• 12 years' experience in customer service or CSR role
• High school diploma required; bachelor's degree preferred
• Fluent in English
• Strong communication and phone skills
• Ability to manage multiple priorities
• Experience with SAP, CRM systems, Cisco preferred
• Understanding of inventory, pricing, and credits
• Ability to work MondayFriday shifts, and overtime as needed

Working Conditions

• Prolonged computer and desk work
• Use of office productivity tools
• High call volume environment
• Collaboration across departments
• Standard office environment

Please note that we are unable to provide visa sponsorship for this position now or in the future.