Customer Service Specialist

Essity North America Inc.; Charlotte (NC); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Essity North America Inc. is currently seeking a Customer Service Specialist for a hybrid role based in Charlotte, NC.

You will be the trusted owner for assigned customers, handling inquiries across phone, email, portal, CRM, and SAP channels with a focus on accuracy, ownership, and proactive service improvement. You will partner with sales and internal teams to resolve complex order issues, credits, returns, and service requests while driving operational efficiency and customer satisfaction in

Responsibilities

• Serve as a knowledgeable and professional point of contact for assigned customers, accounts, sales partners, and internal stakeholders.
• Respond to customer inquiries through phone, email, fax, internet, portal, CRM, and other available channels with speed, accuracy, and ownership.
• Foster strong customer relationships that support retention, customer satisfaction, trust, and positive Net Promoter Score outcomes.
• Educate customers on products, ordering options, warranty information, returned goods policy, service expectations, account.

Job description

The Essity Order Administration & Customer Service Team is currently seeking a Customer Service Specialist. This is a hybrid role & will be based in our office in Charlotte, NC.

About the Role

The Customer Service Specialist serves as a trusted customer owner, escalation resource, and process improvement partner within Customer Service. This role provides superior service as a primary point of contact for customers, sales partners, and internal stakeholders while managing complex inquiries, account needs, order-related issues, complaints, exceptions, returns, credits, remakes, and cross-functional follow-up. As automation and digital tools reduce repetitive manual work, the Specialist reinvests capacity into proactive customer communication, root-cause resolution, digital adoption support, service reliability, and continuous improvement.

The role represents Essity in a positive, professional, and customer-centric manner, helping make the company easier to do business with through timely, accurate, consistent, and connected support across phone, email, digital ordering, portal, CRM, SAP, and other service channels.

What You Will Do

Customer Ownership and Service Delivery

Serve as a knowledgeable and professional point of contact for assigned customers, accounts, sales partners, and internal stakeholders.

Respond to customer inquiries through phone, email, fax, internet, portal, CRM, and other available channels with speed, accuracy, and ownership.

Foster strong customer relationships that support retention, customer satisfaction, trust, and positive Net Promoter Score outcomes.

Educate customers on products, ordering options, warranty information, returned goods policy, service expectations, account