Customer Solutions Specialist

Husqvarna Construction Products North America, Inc.; Olathe (KS); On-site; USD 55,000 - 85,000; Full time

Job summary

Husqvarna Construction in Olathe, KS seeks a Subject Matter Expert to lead customer solutions in our Customer Solutions Department. You will support frontline reps, manage urgent requests, and drive improvements across the team.

Expect collaboration, accurate order handling, and proactive customer engagement. The role emphasizes product knowledge, CRM usage, and delivering high-quality service through email, chat, and calls.

Qualifications

• Excellent English verbal and written communication skills.
• Experience with CRM and case management is preferred.
• Ability to read product information and navigate websites.

Responsibilities

• Own end-to-end processing of orders and invoices with accuracy.
• Provide accurate product guidance and resolve customer inquiries via email and chat.
• Support CRM data quality and maintain detailed case records.
• Collaborate with internal teams to resolve mis-shipments and back-order issues.
• Lead real-time chat-based customer solutions and ensure high-quality service.

Skills

CRM system

Phone systems

Excel

Product knowledge

Communication

Team collaboration

Problem solving

Education

High school diploma or equivalent

Tools

ERP software

Job description

Are 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.

RESPONSIBILITIES

• Case Processing (60%)
  • Own and manage the end‑to‑end processing of GAF (Great American Finance) orders with accuracy and urgency
  • Collaborate cross‑functionally with internal departments to ensure seamless customer experiences
  • Leverage deep product knowledge to make informed recommendations that align with customer needs
  • Deliver clear, confident technical guidance on product functionality and website navigation
  • Respond promptly and professionally to customer and sales rep inquiries via email
  • Efficiently retrieve and distribute invoices and packing lists upon request
  • Lead real‑time customer engagement through proactive management of the Customer Service Chat platform
  • Serve as the primary point of contact for high‑volume distribution customers, ensuring tailored support
  • Provide backup coverage for phone queues, maintaining service continuity during peak times
• Administrative (15%)
  • Maintain high‑quality CRM data by documenting detailed, accurate records of all customer interactions
  • Perform ongoing account maintenance to ensure CRM reflects current and actionable customer information
  • Support customer account updates and changes with precision and timeliness
• Issue Resolution (25%)
  • Drive resolution of open cases within the CRM system, ensuring timely and effective outcomes
  • Partner with customers to resolve mis‑shipments and restore satisfaction
  • Communicate customer or territory‑specific challenges to assigned Sales Representatives for alignment
  • Collaborate on back‑order resolution strategies to minimize disruption and enhance customer trust
  • Lead 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.

COMPETENCIES

• Excellent attention to detail to ensure accuracy of work
• Maintaining complete, accurate records utilizing appropriate systems
• Working cooperatively within a team environment

CRITICAL FUNCTIONAL SKILLS & KNOWLEDGE

• Solid working knowledge of a call reporting management (CRM) system
• Solid working knowledge of phone systems
• Ability to read schematics and illustrated parts list
• Solid ERP system knowledge
• Working product knowledge
• Solid knowledge of Microsoft Office products, specifically Excel and Word

EDUCATION & EXPERIENCE

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

Husqvarna 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.

Discover roles that inspire growth, challenge boundaries, and allow you to be part of something bigger. Here, you’ll find a team that values bold ideas, sustainable solutions, and collaborative growth. Whether you’re just starting your career or looking for the next big step, we offer a place where passion and purpose come together. Explore our openings and take the first step in your Husqvarna journey. Shaping great experiences is what we do. With our passion for innovation, we create new solutions to enhance urban and green spaces used and loved by many. Transforming the way the world care for outdoor environments. For more than three centuries we kept innovating and re‑inventing our business. Today, our innovation drives us forward toward a sustainable future, turning opportunities into value for our customers. Our goal is market leadership, grounded in a vision to shape our industry and make a meaningful impact. Read more about our vision and mission here We are an equal opportunity employer and celebrate diversity. We are committed to create an inclusive environment for all employees and candidates. Together as a team, we can bring the best ideas to life. Diversity and inclusion is about each and every one of us. We are curious, bold, and built by our differences. At Husqvarna Group, we choose to build on various perspectives to create a company that is stronger – and where we have fun together. Learn more about our diversity and inclusion journey here We believe that business is ultimately about people, as a team, we win and grow together. Our culture is the fuel that drives us to achieve our goals, built on three culture themes: Bold: We push boundaries, take risks, and act decisively, stepping outside our comfort zones to explore new opportunities. Dedicated: We’re driven by our passion to shape great experiences - and we’ve got the dedication to follow through. Care: We put people first – our customers, our team and future generations. Care is what connects us, spurs our growth and our ability to win together Together, these values empower us to lead, adapt, and grow as a team. Learn more about our culture here