Core Customer Care Representative

Summary

The Core Customer Care Representative is responsible for delivering professional, customer‑focused support across a broad range of order, shipment, and service‑related inquiries. In this role, the representative responds to customer calls and messages using Salesforce Service Cloud and Service Cloud Voice, accurately documenting all interactions to ensure clear handoffs, timely follow‑ups, and seamless case progression. The representative builds strong customer relationships through dependable follow‑through, consistent communication, and effective problem resolution. This role independently resolves standard and moderately complex issues by coordinating with internal partners, including Sales, Planning, Warehouse, Logistics, and other operational teams, to validate information, correct errors, and provide updated commitments. The representative applies established policies for pricing, substitutions, returns, and credits while maintaining audit‑ready documentation. Additionally, the Core Customer Care Representative Senior supports continuous improvement by following standard work instructions, identifying routine process gaps, sharing feedback, and ensuring open items and customer concerns are tracked through confirmed closure. As needed, the role also serves as a backup resource for Elite Customer Care Representatives to maintain high quality customer experience across all channels.

Job Responsibilities

• Resolve order, shipment, and service‑related issues by coordinating with internal teams. Validate information, correct errors, and communicate updated commitments to ensure minimal customer impact. Correspond with customers using Salesforce Service Cloud and Service Cloud Voice, deliver professional, customer‑focused support and take ownership of resolving order shipment and other service related issues. Serve as a backup resource for Elite Customers when all Elite Customer Care Representatives are assisting customers.            
• Accurately document and summarize customer calls and correspondence in Salesforce Service Cloud cases, ensuring actions, expectations, and commitments are clearly recorded. Maintain real‑time updates to support smooth case transitions, ownership changes, and timely follow‑ups.                            
• Build and maintain strong customer relationships through dependable follow‑through, clear communication, and consistent, professional responsiveness.                                  
• Collaborate with cross‑functional partners—including Sales, Planning, Warehouse, and Logistics—to address common issues such as product availability, requested ship dates, and pricing verification.                          
• Interpret and apply policies related to pricing, substitutions, returns, and credits for standard and moderately complex scenarios. Maintain complete, audit‑ready documentation for approvals, changes, and customer communications.               
• Track open items, customer concerns, and required follow‑ups, ensuring closure is confirmed with both the customer and relevant internal stakeholders.                 
• Follow standard work instructions and updated procedures, and contribute to continuous improvement by providing feedback and identifying routine process gaps or customer‑impacting issues.

Minimum Qualifications

• Associate’s degree or equivalent experience (3+ years) in supply chain, business, communications, office administration or related field may be considered.
• 1-3 years of experience in domestic order management, customer care, account management or related role.
• Strong phone skills and strong communication skills across email, Teams/virtual communication.
• Prior experience working with ERP and CRM systems (SAP, Oracle, Salesforce, or similar) including case management, order tracking and documentation.
• Proficiency in Excel, Outlook, documentation and workflow-tracking skills.

Preferred Qualifications

• Bachelor's degree in Business, Supply Chain or related field preferred
• Strong proficiency in SAP
• Strong proficiency in Salesforce Service Cloud and Service Cloud Voice