Customer Experience Specialist - Orders & Claims

GVW Group; Highland (IL); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Paid time off and holidays

Career growth opportunities

Job summary

Autocar Parts is seeking a customer-focused professional to support the inbound call center by managing customer orders and resolving inquiries related to credits, returns, and warranties. You will also handle simple account maintenance, monitor open requests, and ensure timely follow-through for a smooth customer experience.

In this role, you will become a product expert, respond to inquiries via phone and email, and collaborate with Sales to drive growth and revenue goals while maintaining

Qualifications

• Bachelor's degree or high school diploma with 3+ years of relevant experience; Bachelor's preferred.
• Experience handling customer orders, credits, returns, and warranties is desirable.
• Strong written and verbal communication and case management skills.

Responsibilities

• Guide and manage customer orders in a fast-paced environment.
• Communicate with customers via phone and email using case management processes.
• Investigate and resolve customer problems and identify effective solutions.
• Assist customers with online ordering and account updates as needed.
• Monitor routine service requests, provide status updates, and coordinate with internal teams.
• Provide knowledgeable answers about products, pricing, and availability.
• Respond to shipping inquiries and order status questions.
• Escalate and coordinate with Sales to support growth opportunities.
• Resolve refunds, returns, and warranties and complete required paperwork.
• Generate credits and replacement orders in the ERP system.

Skills

Customer service

Communication

Problem solving

Case management

ERP systems

Education

Bachelor's degree / HS diploma with 3+ years experience

Tools

ERP systems

Job description

Autocar Parts is seeking a customer-focused professional to support the inbound call center by managing customer orders and resolving inquiries related to credits, returns, and warranties. You will also handle simple account maintenance, monitor open requests, and ensure timely follow-through for a smooth customer experience.

In this role, you will become a product expert, respond to inquiries via phone and email, and collaborate with Sales to drive growth and revenue goals while maintaining