Senior Customer Care Specialist – Saunders

Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism – and we treat our employees like the valuable assets they are.

Since 1959, Saunders has been proudly serving our customers with an exceptional level of personalized customer care that just can’t be beat. We specialize in providing our customers with solutions that are tailored to each of their specific needs. Thanks to our innovative and diversified manufacturing team, we can provide die-cutting, laminating, slitting, packaging, assembly, and other manufacturing solutions to our customers at highly competitive industry rates.

We understand that the needs of our customers are constantly evolving. As demands from our customers grew, we knew we needed to evolve ourselves. So, we partnered with R.S. Hughes which has enabled us to better serve each and every one of our customers. Thanks to this partnership, we can provide our customers with more options for custom-cut materials, furthering our solution finding capabilities. In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you’re looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the R.S. Hughes Company, Inc. team!

Job Summary

The Senior Customer Care Specialist (SCCS) directly supports the Customer Care Manager in delivering unparalleled customer satisfaction. This role directly supports the development of Customer Care Team members and directs the day to day workflow of the Customer Care function. The SCCS supports process improvements, assists in managing change initiatives, ensures continual departmental communication, and supports Management by intervening as needed with customer issues and problem solving to optimize the customer experience. The SCCS will be responsible for processing a high-volume of orders and phone inquiries from Saunders’ customers (internal and external). This position will also support order entry, refreshing of pricing, general customer inquiries, and the leveraging of all available resources to meet customer expectations while creating a positive customer experience. This role is expected to adhere to all company policies and safety protocols.

Key Responsibilities Performed by a Successful Senior Customer Care Specialist

• Oversees the day to day delegation & workflow of the Customer Care team.
• Guides and processes a high volume of customer orders, requotes, and inquiries in a fast-paced environment.
• Provides internal support to assigned Sales Representatives regarding any customer problems, issues, or requests.
• Resolves complaints within established guidelines and initiates appropriate follow-up and response.

• Confirms and documents customer complaints, facilitating smooth and timely transfer of issues to the Saunders Quality team.
• Actively collaborates and communicates with cross functional departments to continually improve customer satisfaction.
• Proactively assists in enhancing the service and experience for our customers, implementing action plans and escalation procedures to address problematic areas and identify improvements.
• Communicates effectively with team and stakeholders to provide feedback, resolve problems and drive solutions.
• Assists with on-time delivery of department initiatives such as but not limited to: Account Classification/ Decoupling of purchasing functions and development of standardized processes & training.
• Manages service issues by clarifying customer complaints/on time ship issues by determining root cause and seeking solutions and escalating appropriately. Establishes root cause analysis and communicates efficiently to the Management team.
• Maintains up-to-date knowledge of products, customers, processes, systems and suppliers.
• Participates in external customer meetings and visits to represent Saunders’ commitment to service, as required.
• Remain fully flexible to meet business requirements and demands.
• Sets a positive example during challenging times.
• Other job duties as assigned.

Basic Qualifications

• High School Diploma or GED equivalent required, Bachelor’s degree in business or related field preferred.
• 5+ years of experience in B2B customer service or phone-based support in a high-volume fast paced environment required.
• Minimum of 5+ years’ experience of data entry/management in ERP/CRM required.

Required Competencies That Will Make You Successful

• Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements or cultures.
• Applied Learning: Assimilating and applying new job-related information in a timely manner.
• Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.
• Communication: Clearly conveying information and ideas through a variety of methods to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Managing work/time management: Effectively managing one’s time and resources to ensure work is completed efficiently and accurately.
• Technical/Professional Knowledge: Having achieved a satisfactory level of technical and professional skill or knowledge in position related areas; keeping up with current development and trends in area of expertise.
• Tenacity: Staying with a position or plan of action until the desired objective is obtained or is no longer reasonably attainable.
• Detail Oriented: Working on tasks requiring great attention to detail, ability to multi-task.
• Leadership skills: Demonstrate team-building skills, flexibility and the ability to motivate others.
• Result Driven: Proven track record of driving results, leading projects, developing new ideas, managing change to move us closer to becoming our customers’ trusted partner.

Target Base Compensation range for this non-exempt role is $24.00 – $26.00/ hr. DOE.

This is a Full-Time position, eligible to participate in the Company’s benefit plans including: Paid Time off; major medical, dental, vision; Company paid short-term and long-term disability; paid parental leave; various supplemental benefit plans; and Employee Stock Ownership Program (ESOP).

Bachelors of Business Administration (preferred)
High School (required)

5 years: data entry/management in ERP/CRM required (required)
5 years: B2B customer service or phone-based support in a high-volume fast paced environment required. (required)