Customer Care Specialist – Night Shift (US Pacific Hours)

About the role

Are you passionate about delivering exceptional customer experiences in a fast‑paced environment? As a Customer Care Specialist you will ensure fast and accurate order processing while providing proactive, professional communication to US‑based customers.

Key responsibilities

• Serve as the primary point of contact for quotations, sales orders and post‑order inquiries, building strong professional relationships.
• Prepare and process quotations and sales orders quickly and accurately, meeting 30‑minute turnaround expectations.
• Manage customer inquiries via phone, email, chat and the case management system, prioritising tasks to meet service standards.
• Own quality issues, order investigations, RMA/credit requests and documentation, collaborating cross‑functionally for resolution.
• Partner with internal teams to apply policies, terms, conditions and promotions correctly, communicating updates clearly to customers.
• Continuously deepen knowledge of products, ERP systems and business processes to improve first‑call resolution and team KPIs.
• Identify process improvement opportunities and lead initiatives that enhance efficiency and customer satisfaction.

Required profile

• Bachelor’s degree OR minimum 6 years of customer service experience or equivalent.
• Proven experience in a fast‑paced, operations‑driven customer service environment.
• Exceptional written and verbal communication skills; fluent English.
• Strong listening, troubleshooting, negotiation and conflict‑resolution abilities.
• Detail‑oriented with excellent time‑management and prioritisation skills.
• Ability to perform under tight deadlines while maintaining accuracy and professionalism.
• Analytical mindset to identify trends and propose process improvements.
• Self‑starter with a strong sense of accountability and ownership.

Required skills

• Microsoft Outlook
• Microsoft Word
• Microsoft Excel