Strategic Customer Care Specialist
On-site · Green Bay, Wisconsin, United States
Job Summary
Strategic Customer Care Specialist manages customer orders end-to-end and supports Account Managers through proactive communication across channels. Responsibilities include achieving fill rate, invoice accuracy, and on-time delivery; notifying customers/brokers of shortages and order changes; assisting with product availability, specifications, prices, and discounts; managing customer portal PO processing; handling promo/store-opening/seasonal orders; investigating fines and collaborating with customers, brokers, and internal teams; maintaining SOPs and vendor guides; generating and reviewing routine account reporting and Power BI/Excel analyses; partnering with cross-functional teams (transportation, warehouse, production planning, inventory, sales) to resolve issues and improve service levels; building trusted advisor relationships and ensuring customer expectations are documented and met. The role requires proficiency with SAP/ERP systems, EDI, and related reporting tools, and emphasizes professional communication and ongoing process improvement.
Required Qualifications
- Associate’s Degree required
- Two years’ customer service, clerical office work and/or sales support experience is required
- SAP or other ERP software experience preferred
- EDI or electronic ordering experience preferred
Desired Qualifications
- Associate’s Degree required
- Bachelor’s Degree preferred
- Two years’ customer service, clerical office work and/or sales support experience required
- SAP or other ERP software experience preferred
- EDI or electronic ordering experience preferred
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