Customer Care Specialist

Web Industries a 100% employee-owned company (ESOP), which brings a lot of advantages to the people who work here—beyond the great pay and excellent benefits. You're not just an employee, you are an employee-owner, with a vested interest in the success of the company. Web Industries' founder, Bob Fulton, believed that the people who create the value of a company, the employees, should share in the success of the company. We believe there is a real energy that exists when people are open, honest, and work together to meet mutual goals. We do this by living our values:

• Heart of an Owner: Taking personal responsibility and pride in our work.
• Stronger Together: The power of collaboration and teamwork.
• Find a Way: Determination and creativity to overcome challenges

As a company, we thrive on that energy and work to bring it into every product and every project that we touch. At Web, we believe the employee experience is paramount to our company's success. Working with us, you'll experience a myriad of cultures, locations, industries, and technologies. And you'll be part of an employee-owned company dedicated to helping you achieve a fulfilling life and a rewarding career.

Position Purpose:

The Customer Care Specialist serves as the primary point of contact for Web Industries' customers, ensuring a positive experience by addressing inquiries, resolving issues, and providing product information and updates. This role requires excellent communication skills, great attention to detail, a passion for customer service, and a proactive approach to problem-solving.

The ideal candidate is skilled at listening to understand, thinking critically to solve problems, communicating clearly and effectively, and building strong, lasting relationships with both customers and colleagues. The Customer Care Specialist maintains a positive attitude and a willingness to help others while possessing a mindset focused on growth, business scalability and continuous improvement.

Essential Job Responsibilities:

• Respond to customer inquiries through various channels (phone, email, chat) in a timely, strategic, and professional manner.
• Perform tasks in a timely manner so as to meet Web's commitments to customers.
• This includes order entry, production order setup, work instructions, management of customer-owned materials, data reporting, etc.
• Maintain detailed records of customer interactions and transactions.
• Collaborate with other departments to address customer needs and improve service quality.
• Work with other sites across the enterprise on service improvement efforts
• Stay up to date on new customers, product offerings, and business processes.
• Gather feedback from customers to identify potential areas for service improvement.
• Assist with strategic activities, including forecasting, cost analysis, metrics reporting, and credit collections.
• Assist in developing customer care policies and procedures to enhance overall customer experience.

Requirements:

• Minimum 3-5 years of previous Customer Service experience
• Proficient in using Microsoft Office Suite and ERP (Enterprise Resource Planning) systems
• Ability to work independently and as part of a team in a fast-paced environment
• Associate's degree in business or related field

Additional Preferred Skills:

• Knowledge of manufacturing processes in regulated industries (aerospace, medical, etc.).
• Understanding of product set up, including bills of materials and routings.
• Experience with compliance programs (FARS, DFAS, ITAR requirements).
• Knowledge of Quality standards and policies (ISO 9001, ISO 13485, AS 9100, etc.).

All applicants must be eligible to work on government contracts.