Customer Care Specialist

At Stuller, our Customer Experience team is dedicated to supporting jewelry professionals across the globe by providing seamless, high-quality service. The Customer Care department is at the heart of this mission, assisting customers with order placement, product inquiries, and service needs via phone, chat, and email, managing cases in Salesforce, and using Oracle to address various customer concerns in accordance with company policies. Our team takes pride in delivering friendly, knowledgeable, and solution-oriented support to ensure a smooth experience for every customer.

As a Customer Care Specialist, you will provide exceptional support to our valued customers, assisting them with their imprinting, packaging, display, and special request needs. Your role will be essential in ensuring a positive customer experience and addressing any inquiries related to these services.

Key Responsibilities

* Provide support to customers via phone and email regarding custom imprinting, packaging and display, and special requests.

* Collaborate with the team to address complex customer inquiries and enhance support services.

* Maintain accurate records of customer interactions in our CRM system.

* Take customer calls and focus on sales opportunity management.

* Document all customer interactions, ensuring follow-up requests are managed according to our Service Level Agreements.

* Offer creative solutions for out-of-stock items and identify upsell and cross-sell opportunities.

* Commit to continuous learning and skill development by completing all required training.

* Support customer care sales and service teams during high-volume intervals.

* Other duties as assigned.

Basic Qualifications

* 2 years of experience with direct customer interactions.

* High School Equivalent Education.

* Has computer proficiency in keyboarding, web applications, and basic math.

* Possesses excellent communication skills (written, verbal, and listening).

* Can manage customer interactions effectively with empathy, patience, and active listening.

* Is a quick learner who can retain new information in a changing environment.

* Demonstrates the ability to work independently and collaboratively with a team.

* Demonstrates exceptional prioritization and organizational skills.

Preferred Qualifications

* Associate or Bachelor's Degree.

* Previous experience working with the Salesforce CRM platform.

* Previous track record of recognizing sales opportunities through suggestive selling.

* Previous Experience with Microsoft Applications, specifically Outlook and Excel.

* Previous experience working with the Salesforce CRM platform or other CRM platforms.

* Previous track record of recognizing sales opportunities through suggestive selling.

* Commercial printing, jewelry experience, or supply chain industry experience.