Customer Care Associate

The ESAB Group Inc.; United States; On-site; USD 42,000 - 56,000; Full time

Job summary

ESAB Corporation in Denton, TX is hiring a Customer Care Associate to build lasting relationships with customers and provide end-to-end support, ensuring timely resolutions and a superior service experience. You will work with the Sales team and other departments to drive customer satisfaction.

The role emphasizes problem-solving, accurate data entry in the CRM, order processing in SAP, and clear communication with customers and internal teams.

Qualifications

• High school diploma or equivalent required; bachelor’s degree in business administration or related field preferred.
• 2+ years of Customer Service experience.
• Ability to manage multiple projects at a time with attention to detail.
• Demonstrates attentiveness, responsiveness and urgency with customers.
• Strong problem-solving skills to identify issues and implement solutions.
• Ability to handle difficult or unexpected situations.
• Excellent phone handling skills and clear communication.
• Must be able to work assigned shift (M-F 7:00am–6:00pm).
• Experience with SAP & CRM systems is preferred.

Responsibilities

• Maintains strong relationships with existing customers through effective problem resolution and service delivery.
• Serve as a single point of contact for key accounts; coordinate with Sales and other departments.
• Act as liaison between customer, sales, and ESAB.
• Investigate, analyze, and resolve customer inquiries to maximize satisfaction.
• Record and track customer interactions and issues in the CRM and SAP systems.
• Ensure timely follow-up and escalation as needed to resolve issues.

Skills

Customer service

Communication

Multitasking

Attention to detail

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

SAP

CRM systems

Cisco phone systems

Job description

Job Description: Founded in 1904, ESAB Corporation is a premier narrowly diversified global leader in connected fabrication technology and gas control solutions. Our rich history of innovative products, workflow solutions, and business system, ESAB Business Excellence, enables our purpose of Shaping the World We Imagine™. We’re looking to hire a talented Customer Care Associate based in Denton, TX. Reporting to the Customer Supervisor, the Customer Care Associate is responsible for maintain long-term, trusting relationships with our customers by offering end-to-end customer support. The CCA ensures proper follow up and follow through for successful resolution of customer inquiries to deliver excellent customer experience for ESAB’s internal and external customers.

Primary Duties

• Maintains strong and positive relationships with existing customers through effective problem resolution and efficient service delivery.
• Serve as a single point of contact for key accounts; update job knowledge by participating in trainings and maintaining professional relationships with the Sales group and other internal departments.
• Acts as liaison between the customer, sales, and ESAB.
• Focus on delighting the customer through effective customer service by investigating, analyzing, and resolving outstanding issues to achieve customer satisfaction.
• Gather and analyze customer information skillfully
• Receive and maintain high volume of incoming calls and while delivering excellent customer care.
• Responds to internal/external inquiries regarding order status, quotes, expedites, deliveries, returns, product and warranties, supports accounts end to end.
• Keep record of customer interactions, customer issues, expedites, escalations and call logs through the CRM system MS Dynamics and work within SAP to process orders, look up inventory, account information and other account management related tasks
• Resolve problems by identifying the customer's concerns/request; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Go the extra mile to engage customers and gather accurate information. Analyze ongoing reports to support the team’s KPIs while proactively resolving issues.
• Accepts ownership of individual results and meeting call center call quality metrics.
• Maintains in-depth working knowledge of systems and processes.
• Provides timely feedback to Customer Care Management Team regarding issues being escalated, service failures or customer concerns
• Ensure all processes in the department comply with ISO 9001 standards or policies

Qualifications

• High school diploma or equivalent required; bachelor’s degree in business administration or a related field preferred.
• 2+ years of Customer Service experience.
• Ability to manage multiple projects at a time while paying strict attention to detail.
• Demonstrates attentiveness, responsiveness and a sense of urgency when dealing with customers.
• Demonstrate strong problem-solving skills to quickly identify issues and implement solutions.
• Ability to handle difficult or unexpected situations.
• Demonstrated phone handling skills to include cold and warm calls.
• Demonstrates responsiveness and sense of urgency when dealing with customers.
• Must be able to work assigned shift (M-F between 7:00am to 6:00pm).
• Basic understanding of mathematical concepts related to customer inventory, pricing, and credits.
• Preferred experience using SAP & CRM systems.
• Experience with Cisco phone systems is a plus.

Working Conditions

• Remains in a stationary position 50% of the time and involves additional physical demands such as ascending/descending stairs, walking stooping and standing.
• Must wear Personal Protective Equipment ‘PPE’ when working/visiting manufacturing and plant locations.
• Constantly operates a computer and other office productivity machinery including but not limited to printer, tablets, cell phones ESAB is a world leader in the production of welding and cutting equipment and consumables. Our innovative, world-renowned equipment and solutions are developed with input from our customers and built with the expertise and heritage of a global manufacturing leader.