Customer Care Specialist 2
San Diego, CA
Schedule:
Hybrid, In Office Tuesdays
Duration:
12-Month Contract
Pay:$19-21.25/ph
Job Responsibilities
In this role, you will act as a key liaison between customers and internal teams, ensuring efficient support for order fulfillment and service operations for our biotech client. Your ability to build strong relationships, remove roadblocks, and deliver quick resolutions will contribute directly to customer satisfaction and business success. Key responsibilities include:
- Processing orders for instruments, parts, and consumables.
- Coordinating delivery of parts requested by Field Service and Support teams.
- Investigating and resolving issues related to orders, tools, and shipments.
- Managing Work Order issues raised by field teams.
- Creating and managing cases for billable services, including relocations and time & materials; overseeing invoicing.
- Reconciling discrepancies between purchase orders and quotes.
- Tracking and communicating order status updates to internal stakeholders and customers.
- Conducting proactive follow-ups with customers post-service.
- Processing credits, rebills, and adjustments as needed.
- Managing returns, including loaner equipment, and coordinating with warehouses and service teams.
- Assigning and managing service cases efficiently.
- Maintaining accurate documentation of customer interactions, inquiries, and resolutions.
- Providing timely email and phone support for order- and delivery-related inquiries.
Essential Duties and Job Functions
- Apply business knowledge and problem-solving skills to deliver outstanding customer support.
- Collaborate across teams to resolve complex issues and ensure operational efficiency.
- Use ERP (SAP) and CRM (Salesforce) systems to manage processes accurately.
- Ensure compliance with internal policies and service standards.
Knowledge & Skills
- Basic understanding of customer engagement processes with a passion for exceptional service.
- Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.
- Experience with ERP (SAP) and CRM (Salesforce) systems strongly preferred.
- Proficiency in Microsoft Office Suite (Excel, Outlook, Word).
- Excellent verbal, written, and interpersonal communication skills.
- High attention to detail, accuracy, and quality.
- Experience with freight forwarding and a basic understanding of international logistics is a plus.
- Ability to multitask, collaborate effectively, and work independently as needed.
Education & Experience
- Bachelor’s degree required.
- 1–3 years of experience in customer service or a related field.
- Prior experience in order management and service operations preferred.
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