Customer Service Specialist

Job Description

Job Title: Customer Care Specialist

Location: Hauppauge, NY (Hybrid: 3 Days Onsite / 2 Days Remote)

Schedule Options: Monday – Friday, 8:30 AM – 4:30 PM OR 9:00 AM – 5:00 PM

Employment Type: Full-Time, Direct Hire

About the Opportunity

Winston Staffing has been exclusively retained by a premier, award-winning consumer goods designer and distributor located in Hauppauge, NY, to recruit a customer-focused Customer Care Specialist to join their growing team. Recognized multiple times as a Top Workplace on Long Island, our client is celebrated for its collaborative culture, exceptional employee tenure (averaging 10+ years), and industry-leading product warranties. In this role, you will serve as a dedicated brand ambassador, delivering white-glove, direct-to-consumer support. You will guide customers through product inquiries, troubleshoot warranty claims, coordinate replacement parts, and ensure seamless order fulfillment.

What You’ll Do

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• Direct Customer Engagement: Serve as the primary point of contact for inbound customer inquiries (approximately 85% phone support, supplemented by email) in a steady, collaborative team environment.
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• Product & Warranty Support: Troubleshoot product concerns, explain warranty policies, process return authorizations, and coordinate replacement parts or repair service logistics.
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• Order & Inventory Tracking: Review and manage open order reports, resolve back orders, and track shipments in partnership with warehouse and fulfillment teams.
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• System Management: Accurately update customer records, log inquiries, and track cases using modern CRM/ticketing software (Zendesk) and ERP databases (AS400).
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• Cross-Functional Collaboration: Partner with retail partners, third-party repair centers, and internal operations to ensure prompt, high-empathy resolutions.
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What You Bring

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• Experience: 3+ years of phone-based customer service or customer care experience, specifically within consumer goods, hard goods, retail distribution, or manufacturing environments. (Note: Pure banking or financial services backgrounds are not suitable for this physical product support role).
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• Technical Skills: Proficiency with business applications and customer service platforms (e.g., Zendesk, AS400 or similar ERPs, Microsoft Excel, and Outlook).
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• Product Troubleshooting: Demonstrated ability to understand physical product components, replacement parts, and warranty-related service requests.
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• Communication: Exceptional verbal communication, active listening, and professional de-escalation skills.
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• Education: High School Diploma required; Associate or Bachelor’s degree preferred.
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Compensation & Comprehensive Benefits

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• Base Salary: $50,000 – $53,000 annually (based on experience)
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• Incentive: Eligible for an annual 4% performance bonus
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• Work-Life Balance: Hybrid schedule (Tuesday–Thursday in-office in Hauppauge; Monday & Friday work-from-home)
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• Paid Time Off: 15 PTO days to start + paid company holidays
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• Health & Wellness: Comprehensive Medical, Dental, and Vision coverage; paid Short-Term Disability and Life Insurance
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• Retirement & Financial: 401(k) with company match, plus a company-funded Profit Sharing Plan and Flexible Spending Accounts (FSA)
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• Perks & Development: Generous employee product discounts, team-building events, employee referral bonuses, and a dependent college scholarship program
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