Customer Care Specialist

Customer Care Specialist Location: Ward Hill, MA Schedule: Monday–Friday | 8:30 AM – 5:00 PM Reports To: Customer Care Manager Spruce Environmental Technologies At Spruce Environmental Technologies, we are committed to improving indoor air quality and creating healthier environments through innovative products and solutions. Our success is built on strong customer relationships, operational excellence, and a team-oriented culture. We are seeking a Customer Care Specialist who enjoys helping customers, solving problems, and working in a fast-paced environment. This role serves as a key point of contact for customers, contractors, and internal departments, ensuring orders, inquiries, and service requests are handled accurately and professionally. The ideal candidate is customer-focused, detail-oriented, and thrives in a high-volume environment. They are comfortable multitasking, communicating with a variety of stakeholders, and working collaboratively across departments to deliver an exceptional customer experience. At Spruce, you’ll join a supportive team where your contributions directly impact customer satisfaction and the overall success of the business. What You’ll Do As a Customer Care Specialist, you’ll serve as a primary point of contact for customers, contractors, and internal teams, ensuring orders and customer requests are handled accurately and efficiently. Key Responsibilities Manage inbound customer inquiries via phone, email, and online platforms Process customer orders and maintain order accuracy through our ERP system Assist customers with: Order placement and order status Shipping and delivery questions Product information and recommendations Returns, RMAs, and warranty-related requests Payment and account inquiries Coordinate and track product returns and replacement shipments Enter and maintain accurate customer and order information Collaborate with Sales, Operations, Shipping, and other departments to resolve customer concerns Support e-commerce and website order activity Document customer interactions and resolutions in company systems Identify opportunities to improve customer experience and internal processes Requirements What We’re Looking For Required Qualifications 2+ years of customer service, customer support, or order processing experience Strong communication and problem-solving skills Ability to manage multiple priorities in a fast-paced environment Strong attention to detail and organizational skills Professional and customer-focused approach Preferred Qualifications Experience with ERP systems (Epicor experience is a plus) Experience in manufacturing, distribution, or product-based industries Proficiency with Microsoft Office, including Outlook, Excel, and Word Experience managing customer orders from start to finish What Makes Someone Successful in This Role? You are: Customer-focused and solutions-oriented A strong communicator who can build positive relationships Detail-oriented and highly organized Comfortable handling multiple tasks and priorities Adaptable and eager to learn A collaborative team player who enjoys working across departments Why Join Spruce? Opportunity to contribute to a growing and mission‑driven organization Collaborative and supportive team environment Stable, team‑oriented workplace culture Meaningful work that supports healthier indoor environments Competitive benefits package including Medical, Dental, and Vision 401(k) with Company Match Generous PTO and paid holidays Position Type/Expected Hours of Work This is a full‑time position. Days and hours of work are Monday through Friday 8:30 AM to 5:00 PM with half hour available for lunch/break time. These hours are subject to change with notice based on the needs of the business. Physical Demands Prolonged periods of sitting and working on a computer Frequent use of a telephone and keyboard Occasional walking within the office or warehouse areas to collaborate with team members Ability to communicate effectively with customers, vendors, and internal departments Minimal physical demands; no regular lifting or strenuous physical activity is required Occasionally may lift or move office materials weighing up to 10 pounds Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Equal Opportunity Employer Spruce Environmental Technologies is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law. This job description is intended to describe the general nature and level of work being performed and is not a comprehensive list of all responsibilities. Duties may change based on business needs. #J-18808-Ljbffr