Customer Care Specialist Sr

About JLG an Oshkosh company

JLG began in 1969 when our founder John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment training opportunities and trusted support within the access industry. We are a global company and our productsincluding mobile elevating work platforms telehandlers utility vehicles and accessoriescan be found all over the world.

JOB SUMMARY
The Customer Care Specialist Sr provides expert-level support by handling complex customer cases and converting commercial opportunities. Responsibilities include active contact with customers analyzing trends in customer inquiries and recommending process improvements and collaborating with cross-functional teams to enhance the overall customer experience. This role serves as a key commercial partner to customers strengthening relationships driving revenue growth and supporting strategic account development through both remote and in-person engagement.

YOUR IMPACT
These duties are not meant to be all-inclusive and other duties may be assigned:

• Converting commercial opportunities by actively contacting customers

• Handle high-priority and complex customer inquiries across multiple channels.

• Recommend and implement improvements based on recurring customer feedback or process gaps.

• Collaborate with engineering parts technical support and purchasing troubleshoot advanced cases.

• Assist with the development and updating of training materials and process documentation.

• Monitor operational and commercial metrics and trends to drive service excellence.

• Contribute to a culture of accountability and continuous learning.

• Serve as a subject matter expert on systems products and processes.

MINIMUM QUALIFICATIONS

• Associates degree in a related field and two (2) or more years of relevant experience; equivalent to five (5) years total in education and experience; or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.

STANDOUT QUALIFICATIONS

• Experience supporting field-based or account management activities.

• Strong negotiation and influencing skills.

• Ability to interpret commercial metrics margin performance and customer trends to drive decision-making.

• Willingness and ability to travel and conduct in-person customer visits as business needs require.

• Proven ability to build and maintain strong customer relationships at multiple organizational levels.

• Excellent written and verbal communication skills

• Strong ability to multitask using several computer systems simultaneously (Salesforce Outlook MS Office and others)

• Bachelors Degree

WORKING CONDITIONS

The following represents general working conditions for this office-based role. Ability to travel as business needs require including visiting customer sites to support relationship management issue resolution and commercial development activities.

• This role is primarily performed in a professional office environment with standard lighting ventilation and temperature-controlled settings.

• Duties are largely sedentary requiring extended periods of sitting and using a computer and telephone.

• Visual acuity to operate a computer and read documents is required along with auditory ability to participate in virtual and in-person meetings.

• Occasional movement within the office environment is necessary including walking short distances standing or reaching for files.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.