Customer Care Specialist: Escalations & Resolution

JLG Industries; Winterslag; Sur place; EUR 32 000 - 42 000; Plein temps

Résumé du poste

JLG Industries, a global provider of access equipment, seeks a Customer Care Specialist to resolve inquiries with product knowledge and process expertise. The role handles escalated cases, analyzes feedback, and ensures prompt resolution, with a focus on quality service and customer satisfaction.

The successful candidate will communicate clearly, work with internal teams, and support order processing while maintaining records and contributing to process improvements in a data-driven environment.

Qualifications

• Associate’s degree in a related field or equivalent combination of education and experience.
• Fluent in spoken and written English.
• Excellent written and verbal communication and customer resolution skills.
• Experience navigating systems such as JDE, Outlook, Excel, CRM tools.

Responsabilités

• Manage escalated customer inquiries across phone, email, chat, and ticketing systems.
• Communicate product and service information with technical accuracy.
• Interpret customer needs and coordinate with internal teams to ensure resolution.
• Support entry and review of purchase orders, credit memos, forecasts, and shipping/receiving activities.
• Troubleshoot customer transactions, shipping discrepancies, and returns/credits.
• Participate in improvement efforts and help document updated processes.
• Identify patterns in customer feedback and assist with process updates.
• Maintain records of incoming requests, calls, and case status updates.
• Assist in training or onboarding junior team members
• Demonstrate the ability to mentor less experienced team members as a role model.

Connaissances

Excellent communication

Customer resolution

Fluent English

System navigation

Formation

Associate degree or equivalent

Bachelor’s degree preferred

Outils

JDE

Outlook

Excel

CRM tools

Description du poste

JLG Industries, a global provider of access equipment, seeks a Customer Care Specialist to resolve inquiries with product knowledge and process expertise. The role handles escalated cases, analyzes feedback, and ensures prompt resolution, with a focus on quality service and customer satisfaction.

The successful candidate will communicate clearly, work with internal teams, and support order processing while maintaining records and contributing to process improvements in a data-driven environment.