Customer Care Specialist

Remote Jobs; Minneapolis (MN); On-site; USD 42,000 - 62,000; Full time

Job summary

Remote Jobs is seeking a Customer Care Specialist to support customer-reported product, warranty, and service cases. You will handle intake, documentation, routing, and routine follow-up while coordinating with Customer Care Leads and Technical Support Engineers across product lines.

This role does not own resolution but ensures accurate case records, timely updates, and quality closure support. Strong communication and CRM tooling, plus attention to detail, are valued in a fast-paced,

Qualifications

• Two or more years of experience in customer service or related functions.
• Experience with case-management or service-management platforms is preferred.
• Ability to learn product terminology and escalation indicators.

Responsibilities

• Receive customer requests through designated channels and create cases in the case-management system.
• Capture and validate customer contacts, site details, equipment info, serials, orders, symptoms, and photos.
• Apply routing criteria and promptly escalate safety, unit-down, and critical cases.
• Collect product history and contract information to support warranty entitlement decisions.
• Provide standard acknowledgments and routine updates to keep stakeholders informed.
• Track open actions and follow up with parties to maintain progress.
• Maintain complete case records and prepare closure information for review.
• Coordinate across product-line teams and engineers as workload requires.

Skills

Customer service

Service coordination

Warranty administration

Order management

Technical support administration

Industrial equipment experience

Education

4 year degree

Tools

CRM systems

ERP systems

Salesforce Service Cloud

Outlook

Teams

Excel

Job description

Job Type

Full-time

Description

The Customer Care Specialist supports customer-reported product, warranty, and service cases by ensuring timely intake, accurate documentation, appropriate routing, and consistent administrative follow-up. The Specialist gathers required customer and equipment information, maintains case records, coordinates routine communications, and supports Customer Care Leads and Technical Support Engineers across one or more product lines. This role supports case progression but does not hold end-to-end case ownership or accountability for resolution and closure.

Key Responsibilities

• Customer Intake & Acknowledgment Receive customer requests through designated channels, acknowledge receipt, establish initial expectations, and create the case in the approved case-management system.
• Case Documentation & Data Validation Capture and validate customer contacts, site details, equipment information, serial numbers, order data, reported symptoms, operating conditions, photographs, and supporting documents.
• Initial Classification & Routing Apply established product-line, issue-type, severity, and routing criteria. Promptly escalates defined safety, unit-down, and critical indicators and route the case to the assigned Customer Care Lead and appropriate technical resource.
• Warranty Information Gathering Collect product history, shipment records, contract information, and supporting documentation needed by the Customer Care Lead to evaluate warranty entitlement.
• Communication & Administrative Coordination Provide standard acknowledgments and routine updates as directed by the Customer Care Lead. Coordinate meetings, requested information, reports, and other administrative activities.
• Action Tracking & Follow-Up Track open actions, information requests, customer responses, technical calls, field activity, and case milestones. Follow up with responsible parties without assuming ownership of the resolution decision.
• Case Record Quality & Closure Support Maintain complete and accurate records and assemble required correspondence, technical documentation, field reports, customer confirmation, and closure information for review by the Customer Care Lead.
• Shared Product-Line Support Support one or more product-line teams and coordinate activities across assigned Customer Care Leads and Technical Support Engineers as capacity and workload require.

Requirements

• Qualifications
  • Education 4 year degree
  • Experience Two or more years of experience in customer service, service coordination, warranty administration, order management, technical support administration, or a related function. Industrial equipment, electrical equipment, manufacturing, or field-service experience is preferred.
  • Technical Aptitude Ability to learn power-distribution equipment terminology and product identification, gather technical information accurately, and recognize defined escalation indicators without independently diagnosing complex failures.
  • Systems & Tools Experience with CRM, ERP, case-management, or service-management platforms. Salesforce Service Cloud experience is preferred. Proficiency with Microsoft Outlook, Teams, Excel, and related applications.
  • Core Capabilities Professional customer communication, organization, follow-through, attention to detail, process discipline, and the ability to support multiple concurrent cases and product-line teams.