Customer Care Specialist Ii (Isla Guadalupe)

Job Summary

You will support orders from all channels by providing exemplary internal processing and backlog management support. Responsibilities may be, but are not limited to: manual processing, simple to medium customer pull‑in requests, backlog management, and potential intake of internal order inquiries. You will take ownership of resolution of all tasks, regardless of domain. You will continually seek opportunities to strengthen internal relationships by ensuring requirements and expectations are exceeded. You are here to serve internal customers. Your success opens capacity within CX, Sales, and Product groups.

Key Tasks & Responsibilities (Essential Functions)

• Manual Processing
  • Ensure order target dates are aligned with true lead times to ensure commitments match reality.
  • Interpret and resolve internal order work queue tasks that prevent activation.
  • Interpret and resolve internal order work queue tasks that prevent shipment.
  • Interpret and process return authorizations according to internal policy.
• Customer Pull‑In Requests
  • Represent the customer in the manufacturing environment.
  • Facilitate the approval of business opportunity requests prior to order entry; seek problem solutions that ensure orders are won.
  • Facilitate the approval of customer pull‑in requests for open orders.
  • Work together with customer support and manufacturing operations to establish, communicate, and execute the path to meeting the customer’s needs.
  • Seek, suggest, and coordinate alternates with manufacturing operations.
  • Ensure system visibility of commitments both internally and externally.
  • Proactively communicate to support partners when commitments will be missed.
• Backlog Management
  • Represent the customer in the manufacturing environment.
  • Use Power BI reporting to monitor opportunities for pull‑in outside of requested expedites, ensuring committed dates match reality.
  • Use tools to proactively identify and communicate constraints that impact the backlog and provide alternative solutions to resolve.
  • Ensure proactive communication of date changes (both pull‑in and push‑out).
  • Demonstrate an understanding of the order fulfillment cycle, such as product and services knowledge, lead time management, business system logic (orders, manufacturing, inventory and shipment) and the relationship within the customer ecosystem.

Skills

• Demonstrated empathy for others
• At ease in tense situations
• Excellent communication and organizational skills
• Computer skills – proficiency with Microsoft Office tools and a technical aptitude to learn new software tools
• Ability to work both independently and as a team player who can contribute to an inclusive environment
• Analytical and problem‑solving skills – able to identify critical situations and use good judgment to respond in a timely manner
• Consults appropriate stakeholders before making critical decisions
• Customer‑focus and assertiveness in driving actions required to create a superior service experience for the customer

Minimum Experience Required

0 to 2 years of experience in customer service or supply chain knowledge.

Equal Opportunity Employer

We value diversity and are an equal opportunity organization. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnic or national origin, disability, pregnancy, and religion.