Hybrid Customer Service & Order Specialist

Essity; Charlotte (NC); Hybrid; CAD 78,000 - 107,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) with match

Paid holidays

Paid time off

Employee discounts

Job summary

Essity invites applications for a Customer Service Specialist to act as a trusted owner for customers, sales partners, and internal teams. You will handle inquiries, order management, and issue resolution with a focus on service reliability and continuous improvement.

The role emphasizes digital enablement, cross‑functional collaboration, and proactive communication across phone, email, portals, and SAP/CRM tools to ensure a seamless customer experience.

Qualifications

• Associate degree, bachelor’s degree, or equivalent experience preferred.
• Prior customer service, order management, account support, claims, returns, billing, logistics, or related experience preferred.
• Experience using SAP, CRM systems, Microsoft Office, email, spreadsheets, order management tools, customer portals, or similar business applications preferred.

Responsibilities

• Own complex customer issues with cross‑functional coordination and timely resolution.
• Research discrepancies using SAP, CRM, order management tools, and customer history.
• Coordinate resolution of billing questions, credits, returns, complaints, remakes, and service claims.
• Support digital tools adoption and omnichannel customer experience.

Skills

Customer service

Order management

Cross-functional coordination

Communication

Problem solving

Digital tools

Education

Associate degree

Bachelor’s degree

Tools

SAP

CRM

Microsoft Office

Job description

Essity invites applications for a Customer Service Specialist to act as a trusted owner for customers, sales partners, and internal teams. You will handle inquiries, order management, and issue resolution with a focus on service reliability and continuous improvement.

The role emphasizes digital enablement, cross‑functional collaboration, and proactive communication across phone, email, portals, and SAP/CRM tools to ensure a seamless customer experience.