Customer Solutions Specialist

Husqvarna; Olathe (KS); On-site; USD 55,000 - 75,000; Full time

Job summary

Husqvarna Construction in Olathe, KS seeks a dynamic Subject Matter Expert to lead in the Customer Solutions Department. You will support frontline reps, manage urgent customer requests, and drive improvements across the department while guiding high-volume accounts.

You’ll deliver expert product guidance, respond to inquiries, and back up phone queues as needed, ensuring accurate CRM data and proactive customer engagement. This role emphasizes precision and service excellence.

Qualifications

• High school diploma or equivalent required.
• Excellent English verbal and written communication skills.
• At least 2–3 years' experience as a Customer Solutions Representative.

Responsibilities

• Case Processing: end-to-end processing of GAF orders with accuracy and urgency.
• Collaborate cross-functionally to ensure seamless customer experiences.
• Provide clear technical guidance on product functionality and website navigation.

Skills

CRM systems

ERP systems

Excel

Word

Attention to detail

English communication

Phone systems

Schematic reading

Cross-functional collaboration

Education

High school diploma or equivalent

Tools

CRM software

ERP software

MS Office

Job description

Last date to apply:We are continuously accepting applicationsAre you ready to be the heartbeat of customer success? Husqvarna Construction in Olathe, KS is seeking a dynamic Subject Matter Expert to lead with purpose in our Customer Solutions Department. This role is all about building strong customer relationships, supporting our frontline representatives, and stepping in with confidence when special handling is needed.You’ll be the go-to expert for urgent customer requests, a strategic partner to management in identifying growth opportunities, and a key player in special initiatives like leasing orders and promotional processing. Whether backing up call queues or driving department-wide improvements, you’ll bring energy, precision, and a passion for delivering exceptional service.RESPONSIBILITIESCase Processing (60%)Own and manage the end-to-end processing of GAF (Great American Finance) orders with accuracy and urgencyCollaborate cross-functionally with internal departments to ensure seamless customer experiencesLeverage deep product knowledge to make informed recommendations that align with customer needsDeliver clear, confident technical guidance on product functionality and website navigationRespond promptly and professionally to customer and sales rep inquiries via emailEfficiently retrieve and distribute invoices and packing lists upon requestLead real-time customer engagement through proactive management of the Customer Service Chat platformServe as the primary point of contact for high-volume distribution customers, ensuring tailored supportProvide backup coverage for phone queues, maintaining service continuity during peak timesAdministrative (15%)Maintain high-quality CRM data by documenting detailed, accurate records of all customer interactionsPerform ongoing account maintenance to ensure CRM reflects current and actionable customer informationSupport customer account updates and changes with precision and timelinessIssue Resolution (25%)Drive resolution of open cases within the CRM system, ensuring timely and effective outcomesPartner with customers to resolve mis-shipments and restore satisfactionCommunicate customer or territory-specific challenges to assigned Sales Representatives for alignmentCollaborate on back-order resolution strategies to minimize disruption and enhance customer trustLead the chat‑based customer solutions function by managing daily operations, ensuring prompt and accurate issue resolution while also delivering a consistently high‑quality customer experience.COMPETENCIESPosition-specific CompetenciesExcellent attention to detail to ensure accuracy of workMaintaining complete, accurate records utilizing appropriate systemsWorking cooperatively within a team environmentCRITICAL FUNCTIONAL SKILLS & KNOWLEDGESolid working knowledge of a call reporting management (CRM) systemSolid working knowledge of phone systemsAbility to read schematics and illustrated parts listSolid ERP system knowledgeWorking product knowledgeSolid knowledge of Microsoft Office products, specifically Excel and WordEDUCATION & EXPERIENCEHigh school degree or equivalentExcellent English verbal and written communication skillsAt least 2-3 years' experience as a Customer Solutions RepresentativeHusqvarna Construction is a part of Husqvarna AB. We are a world leader in the construction and stone industries. Founded in 1689. Our extensive construction product range includes machines, diamond tools and all accessories that you need for cutting, sawing and drilling, as well as polishing floors. The stone product range is comprised of a variety of different diamond tools for quarries and the stone processing industry. We are located in Olathe, Kansas.Husqvarna is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline and termination. Husqvarna prohibits discrimination, harassment and retaliation in employment based on race; color; religion; national origin; gender; sexual orientation; pregnancy; age; disability; service member status; or any other category protected by federal, state, or local law.