Customer Solutions Specialist

 

Position Summary 

The Customer Solutions Specialist delivers timely, accurate, and professional support across customer inquiries, cases, orders, parts, warranty, returns, and related service needs. The role owns issues through resolution, maintains complete case documentation, and collaborates across teams to provide a consistent customer experience. 

The specialist also develops and maintains accurate, customer-focused CSG processes, procedures, and FAQs that promote self-service, improve information accessibility, and reduce avoidable contacts. Approved AI tools may be used to support content development, standardization, and continuous improvement. 

Key Responsibilities 

Documentation, Accuracy, and Self-Service 

• Develop and maintain accurate, customer-focused CSG processes, procedures, standard work, knowledge articles, and FAQs.
• Convert complex internal information into clear, consistent, and professional customer-facing content.
• Validate documentation with process owners and subject matter experts before publication or distribution.
• Organize content so customers and employees can quickly locate answers and complete common tasks through self-service.
• Review content routinely for accuracy, usability, duplication, and opportunities to reduce repeat contacts.
• Use approved AI tools to assist with drafting, editing, formatting, and content standardization while ensuring human review and final accuracy.

Customer Support and Case Ownership 

• Respond to customer and partner inquiries through assigned channels with professionalism, accuracy, and urgency.
• Create, update, and manage cases from initial contact through resolution, including clear notes, actions, ownership, and next steps.
• Research order, parts, warranty, return, shipment, account, and process-related questions using approved systems and resources.
• Communicate realistic status updates and coordinate escalations when issues require cross-functional support.
• Identify customer impact, remove barriers where possible, and confirm resolution before closing the case.

Operational Excellence and Collaboration 

• Follow established policies, procedures, service standards, and data handling requirements.
• Partner with Sales, Operations, Parts, Warranty, Logistics, Technical Support, and other teams to resolve issues and improve processes.
• Identify recurring contact drivers, documentation gaps, and process breakdowns; recommend practical corrective actions.
• Participate in training, calibration, team meetings, and continuous improvement activities.
• Support team service-level, quality, productivity, case-aging, and customer-experience objectives.

Required Qualifications 

• High school diploma or equivalent; associate or bachelor's degree preferred.
• Experience in customer service, customer solutions, call center, order management, technical support, or related environment.
• Strong written and verbal communication skills with the ability to explain information clearly to internal and external audiences.
• Demonstrated attention to detail and the ability to maintain accurate records and documentation.
• Ability to prioritize multiple cases, meet deadlines, and work effectively across functions.
• Proficiency with Microsoft 365 applications and experience using CRM, case-management, knowledge-management, ERP, or similar business systems.
• Ability to learn about products, policies, processes, and systems quickly.

Preferred Qualifications 

• Experience creating standard operating procedures, knowledge articles, FAQs, training materials, or customer-facing documentation.
• Experience with Salesforce or a comparable CRM and case-management platform.
• Experience supporting parts, warranty, orders, logistics, returns, distributors, contractors, or business-to-business customers.
• Familiarity with approved generative AI tools for business writing, knowledge development, or process improvement.

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