Customer Care Representative II

As a Customer Care Representative II, you serve as a primary point of contact for customers, providing exceptional service across multiple communication channels. You support customers with product, pricing, and service inquiries; maintain accurate orders; and resolve a wide range of customer concerns with empathy, professionalism, and urgency. You collaborate cross‑functionally to ensure customers receive timely, accurate information and a seamless service experience.

• →Respond to a broad range of customer inquiries across multiple channels (email, phone, online portals) in a timely and professional manner.
• →Provide accurate product, pricing, and service information.
• →Enter and maintain customer orders and changes using enterprise systems, ensuring accuracy and completeness.
• →Resolve a wide range of customer issues with empathy, patience, and professionalism.
• →Partner cross‑functionally with Sales, Operations, and Planning to ensure customers receive timely updates and correct information.
• →Support service-level metrics including customer satisfaction, order accuracy, and order processing cycle time.
• →Capture insights from the field and collaborate with Engineering/Product Management to optimize solutions and inform roadmaps
• →Work closely with Sales, Engineering, Product Management, and Operations/Quality to ensure seamless delivery and customer satisfaction.

• Excellent verbal and written communication skills.
• Demonstrated empathy, patience, and active listening with customers.
• Strong computer proficiency and ability to learn new systems quickly.
• Ability to work effectively with others in a dynamic, fast‑paced environment.
• Strong multitasking, organization, and prioritization skills with attention to detail.
• Customer Focus: Dedicated to meeting expectations of internal and external customers; builds trust through reliable service.
• Collaborative Team Player: Seeks input, works well across functions, demonstrates humility, and builds trust through transparency.
• Technical Learning: Learns new technologies, systems, and product knowledge quickly.

• No regular travel required.
   

• Ability to remain in a stationary position for extended periods (computer/phone).
• Ability to manage standard office equipment.
• Light physical effort such as lifting up to 10 lbs may be required.