Customer Care Specialist

Summary

The B2B Customer Care Specialist manages day-to-day repair coordination and communications with internal and external partners, handling inquiries and requests related to repairs and spare part orders. This role processes registrations, estimates and invoicing, monitors repair activity, and ensures timely resolution while supporting technicians and store teams.

Responsibilities

• Act as liaison between technicians and partner/store teams for assigned regions
• Register repairs, prepare estimates and process invoicing using SAP, Excel and extranet within established lead-times
• Assess daily priorities with the administration supervisor and run operational reports to monitor activity and escalate delays
• Support technicians and store teams to optimize the repair process and supervise aesthetic checks before shipping
• Update warranty status, receive, document and ship completed repairs and fulfill invoicing according to account terms
• Complete ad-hoc tasks as assigned by supervisor

Requirements

• Organized and detail-oriented with the ability to handle multiple tasks simultaneously
• Experience with Excel and SAP is a plus
• Bilingual Italian or Spanish is a plus
• Solutions-driven team attitude with excellent written and verbal communication and phone etiquette
• Proven ability and desire to provide exceptional customer service and strong problem-resolution skills