Customer Care Specialist 2

• Processing orders for instruments, parts, and consumables.
• Coordinating delivery of parts requested by Field Service and Support teams.
• Investigating and resolving issues related to orders, tools, and shipments.
• Managing Work Order issues raised by field teams.
• Creating and managing cases for billable services, including relocations and time & materials; overseeing invoicing.
• Reconciling discrepancies between purchase orders and quotes.
• Tracking and communicating order status updates to internal stakeholders and customers.
• Conducting proactive follow-ups with customers post-service.
• Processing credits, rebills, and adjustments as needed.
• Managing returns, including loaner equipment, and coordinating with warehouses and service teams.
• Assigning and managing service cases efficiently.
• Maintaining accurate documentation of customer interactions, inquiries, and resolutions.
• Providing timely email and phone support for order- and delivery-related inquiries.

• Apply business knowledge and problem-solving skills to deliver outstanding customer support.
• Collaborate across teams to resolve complex issues and ensure operational efficiency.
• Use ERP (SAP) and CRM (Salesforce) systems to manage processes accurately.
• Ensure compliance with internal policies and service standards.

• Basic understanding of customer engagement processes with a passion for exceptional service.
• Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.
• Experience with ERP (SAP) and CRM (Salesforce) systems strongly preferred.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word).
• Excellent verbal, written, and interpersonal communication skills.
• High attention to detail, accuracy, and quality.
• Experience with freight forwarding and a basic understanding of international logistics is a plus.
• Ability to multitask, collaborate effectively, and work independently as needed.

• Bachelor's degree required.
• 1-3 years of experience in customer service or a related field.
• Prior experience in order management and service operations preferred.

Hydrogen Group