Customer Care Specialist Sr

Iowa Mold Tooling Co., Inc.; Garner (IA); On-site; USD 51,000 - 79,000; Full time

Job summary

Iowa Mold Tooling Co., Inc. (IMT) is seeking a Customer Care Specialist Sr to provide expert-level support for complex customer cases and mentor the customer care team.

You will analyze inquiries, mentor colleagues, and collaborate with cross-functional teams to enhance the overall customer experience. This role emphasizes handling high-priority issues, driving improvements, and serving as a subject matter expert on IMT systems, products, and processes.

Qualifications

• Associate degree with two (2) or more years of administrative work experience OR an equivalent combination of education and experience.
• Excellent written and verbal communication skills.
• Strong ability to multitask using several computer systems simultaneously (JDE, Outlook, Call Tracking, Excel)
• Bachelor’s Degree

Responsibilities

• Handle high-priority and complex customer inquiries across multiple channels.
• Recommend and implement improvements based on recurring customer feedback or process gaps.
• Collaborate with engineering, parts, technical support, and purchasing troubleshoot advanced cases.
• Assist with the development and updating of training materials and process documentation.
• Monitor metrics and trends to drive service excellence.
• Contribute to a culture of accountability and continuous learning.
• Serve as a subject matter expert on systems, products, and processes.

Skills

Communication skills

Multitasking

Microsoft Office

Education

Associate degree

Tools

JDE

Outlook

Call Tracking

Excel

Job description

About IMT, An Oshkosh Company

It takes many different people, skills and talents to keep Iowa Mold Tooling on the leading edge of our markets. IMT has evolved into a leading manufacturer of service vehicles and material handling systems. Our reputation for quality, value, and performance is evident in our products, which reach a worldwide market in the mining, construction, tire service, railroad, and utility industries. IMT products can be found practically everywhere, from Romanian coal mines to Indonesian oil fields to your local Goodyear dealer. Equipped with the latest in manufacturing technology and equipment and teams that are continually striving for new developments and refinements, IMT will continue to set a standard of excellence in the design, manufacturing, performance, and delivery of high-quality products.

The Customer Care Specialist Sr provides expert-level support by handling complex customer cases and serving as a resource to the customer care team. Responsibilities include mentoring other team members, analyzing trends in customer inquiries and recommending process improvements, and collaborating with cross-functional teams to enhance the overall customer experience.

About IMT, An Oshkosh Company

It takes many different people, skills and talents to keep Iowa Mold Tooling on the leading edge of our markets. IMT has evolved into a leading manufacturer of service vehicles and material handling systems. Our reputation for quality, value, and performance is evident in our products, which reach a worldwide market in the mining, construction, tire service, railroad, and utility industries. IMT products can be found practically everywhere, from Romanian coal mines to Indonesian oil fields to your local Goodyear dealer. Equipped with the latest in manufacturing technology and equipment and teams that are continually striving for new developments and refinements, IMT will continue to set a standard of excellence in the design, manufacturing, performance, and delivery of high-quality products.

The Customer Care Specialist Sr provides expert-level support by handling complex customer cases and serving as a resource to the customer care team. Responsibilities include mentoring other team members, analyzing trends in customer inquiries and recommending process improvements, and collaborating with cross-functional teams to enhance the overall customer experience.

YOUR IMPACT

These duties are not meant to be all-inclusive, and other duties may be assigned:

• Handle high-priority and complex customer inquiries across multiple channels.


• Recommend and implement improvements based on recurring customer feedback or process gaps.


• Collaborate with engineering, parts, technical support, and purchasing troubleshoot advanced cases.


• Assist with the development and updating of training materials and process documentation.


• Monitor metrics and trends to drive service excellence.


• Contribute to a culture of accountability and continuous learning.


• Serve as a subject matter expert on systems, products, and processes.

Minimum Qualifications

• Associate degree with two (2) or more years of administrative work experience OR an equivalent combination of education and experience.

Standout Qualifications

• Excellent written and verbal communication skills


• Strong ability to multitask using several computer systems simultaneously (JDE, Outlook, Call Tracking, Excel)


• Bachelor’s Degree

WORKING CONDITIONS

• This role is primarily performed in a professional office environment with standard lighting, ventilation, and temperature-controlled settings.


• Duties are largely sedentary, requiring extended periods of sitting and using a computer and telephone.


• Visual acuity to operate a computer and read documents is required, along with auditory ability to participate in virtual and in-person meetings.


• Occasional movement within the office environment is necessary, including walking short distances, standing, or reaching for files.


• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

Pay Range

$51,400.00 - $79,200.00

The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.

Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at [e-mail].

Oshkosh Corporation is a merit-based Equal Opportunity Employer. Job opportunities are open for application to all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.

Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be \"U.S. Persons,\" as defined in these regulations. Generally, a \"U.S. Person\" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.