Customer Care Specialist I

Sick Ag; Minneapolis (MN); Hybrid; USD 41,000 - 61,000; Full time

Job summary

SICK is seeking a Customer Care Specialist I at the Minneapolis, MN Campus. The role supports customers, prospects, sales reps, and distributors, handling inquiries and order-related tasks with a focus on excellent service.

Hybrid work is offered with 4 days in-office and 1 day remote. The successful candidate will have 2+ years in customer service, proficiency in Microsoft Office, and knowledge of ERP/CRM systems.

Qualifications

• 2+ years in a customer service-related field or demonstrated competencies at the expected level.
• Basic understanding of ERP, CRM, and e-procurement systems preferred.
• Professional written and spoken English required.

Responsibilities

• Answer customer inquiries across multiple channels, meeting service-level goals.
• Coordinate order lifecycle activities and resolve issues with internal teams.
• Maintain CRM/ERP data accuracy and document customer interactions.

Skills

Customer service experience

Teamwork

English proficiency

Education

Some college education

Tools

ERP

CRM

E-procurement

Job description

SICK is one of the world's leading solutions providers for sensor-based applications in the industrial sector. Founded in 1946 by Dr.-Ing. e. h. Erwin Sick and headquartered in Waldkirch im Breisgau near Freiburg, the company is a technology and market leader with 63 subsidiaries and affiliates as well as numerous agencies around the globe. SICK has more than 10,000employees worldwide and generated a group revenue of EUR 1.8billion in the 2025 fiscal year.

Job Description Customer Care Specialist I

Mission of the Role

This position is based out of our Minneapolis, MN Campus. Working a hybrid schedule of 4 days in-office, 1 day remote.

The Customer Care Specialist is responsible for day-to-day operational support for customers, prospects, sales representatives, distributors, and other internal departments. A successful Customer Care Specialist will have a positive attitude with the ability to thrive in a team environment, efficiently handling a high volume of activities while providing an amazing customer experience. The Customer Care Specialists must provide in-depth, working knowledge of SICK's processes and assist with project management, assignments, and process improvements across the Team.

Key Responsibilities

• Answers customer inquiries through multiple communication channels while adhering to departmental service-level goals, ensuring consistent and timely customer updates are provided to open inquiries.
• Coordinates order lifecycle activities and resolves issues when they arise, facilitating with internal teams on resolution when necessary.
• Provides customer contractual obligation visibility to the organization, ensuring it meets customer operational agreements.
• Adheres to individual key performance indicators (KPIs) and individual performance objectives fostering continuous improvements and personal growth.
• Maintain a thorough understanding and educate customers on SICK terms and conditions and ordering guidelines.
• Manages daily transactional requests, such as sales orders, sample trials, etc., submitted electronically, emailed, or entered on SICK’s website by customers.
• Possess a working knowledge of standard operating procedures (SOPs) and applies them to their daily work.
• Documents customer interactions and maintains account and order information in the customer resource manager (CRM) and enterprise resource planning (ERP) systems.
• Acquires and maintains familiarity with government, industry, and import/export regulations.
• Builds strong relationships that promote trust and confidence with the customer, sales rep, distributors, and internal departments.
• Keeps Management informed of unresolved conflicts that adversely affect SICK customers and their experiences.
• Recommends internal process improvements and customer experience enhancements, implementing change when called upon.
• Fosters customer self-help by recommending the use of and educating on the SICK website.
• Understands SICK products and the industries we serve.
• Learns the SICK Spirit establishing a strong sense of pride in SICK and the solutions we provide our customers.
• Carries out other duties and responsibilities as may be assigned or required.

Key Qualifications

• Experience: 2+ years of experience in a Customer Service-related field or demonstrated required competencies at the expected proficiency level. Process improvement methodologies preferred. Basic understanding of ERP, CRM, and e-procurement systems preferred. Basic knowledge of customer service communication channels and measurements preferred.
• Education: 2 or more years of college education or equivalent work experience.
• Certifications: None is required.
• Position-specific Qualifications:
  • You bring your best self by holding yourself accountable and committing to excellence with quality and integrity at the forefront.
  • You are focused on customer excellence by prioritizing the customer experience with a sense of urgency while anticipating future needs.
  • You collaborate to innovate with positive intent, willingness to win as a Team, and share knowledge in an agile, fast, and recover fast environment.
  • You continually cultivate competence by regularly learning and developing yourself while embracing change and ambiguity.
  • You acknowledge, celebrate, and have fun by providing mutual respect for your peers and valuing perspectives while recognizing contributions and celebrating wins.
• Computer/Technological: Proficiency with Microsoft (Word, Excel, PowerPoint) and Internet applications; basic understanding of ERP, CRM, and e-procurement systems preferred.
• Language: Professional written and spoken fluency in English required.
• Schedule: Generally Monday to Friday, full time; be on-call on some weekends (if required).
• General Working Conditions: Be able to usually work in an office environment; flexible (hybrid) work arrangements available.
• Travel: N/A
• Work Status: Legally permitted to work in the country you are applying and willing to undergo an employment background check.

Compensation

The base salary is one part of our Total Rewards package and is determined within a range. The starting base salary range for this position is listed below; the actual starting salary will be based on a variety of factors including experience, skill set, education, performance, licenses/certifications, business needs and other job-related factors, as permitted by law.

• Starting Base Annual Salary Range: $41,110 - $61,050

SICK is an equal opportunity employer that considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, national origin, disability, or protected veteran status.