Customer Service Specialist Springfield, OH

Job Position: Customer Care Specialist

REPORTS TO: Customer Care Supervisor

Hours - 1pm - 9:30 pm Monday - Friday

Holiday Coverage as needed.

JOB POSITION SUMMARY

The Customer Care Specialist is a frontline customer-focused professional responsible for delivering
exceptional support through inbound calls emails and service requests. This role is highly resolution oriented
and requires strong multitasking skills sound judgment and the ability
to operate independently during non-traditional hours including periods with limited internal support.
The Customer Care Specialist consistently creates an overwhelmingly positive customer experience on
every interaction while maintaining accuracy professionalism and composure.

RESPONSIBILITIES:

. Serve as a primary point of contact by handling a high volume of incoming customer calls
emails and service requests with professionalism clarity efficiency and a strong customer-first
mindset.
. Deliver empathetic solution-focused support while maintaining composure and sound
judgment in high-pressure time-sensitive situations.
.Take full ownership of customer issues from initial intake through resolution
ensuring accurate assessment timely follow-up and fulfillment of service commitments.
. Effectively route inquiries and escalate issues to appropriate internal departments and
stakeholders when required maintaining clear and consistent communication throughout the
process.
. Dispatch technicians and coordinate service responses based on urgency availability and
customer impact.
. Create accurate parts orders after warehouse cut-off hours and manage service- and partsrelated
resolutions during standard and after-hours operations.
. Navigate complex service scenarios during late evenings weekends holidays and overnight
hours when minimal operational support may be available.
.Maintain clear professional communication with customers field personnel and internal teams
to ensure service continuity and customer confidence.
. Ensure exceptional clerical accuracy across all case documentation service records dispatch
details and parts orders.
. Utilize CRM ERP and service management systems to document interactions track cases
and maintain data integrity in compliance with service standards and internal processes.
. Additional duties as assigned.

Qualifications :

REQUIRED SKILLS & COMPETENCIES:

Strong multitasking and prioritization skills.
Excellent verbal and written communication skills.
High attention to detail and clerical accuracy.
Ability to remain calm and solution-oriented under pressure.

EDUCATION & EXPERIENCE:
. High School Diploma or equivalent; associate degree preferred.
. Experience with Siebel and/or SAP.
. Call center experience within a manufacturing or industrial environment.
. Experience supporting after-hours operations and parts ordering.

OTHER REQUIREMENTS:
. Minimal travel may be required.
. Must be able to work all holidays weekends late evenings early mornings and occasional
overnight shifts as requested.
. Maintain consistent service quality during off-hours operations.

Additional Information :

What we offer:

Benefits: Medical Plan Dental Vision 401k plan with a match from day one identity theft protection accident insurance travel insurance and so much more!

Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service 3 weeks. 13 years of service 4 weeks.

Sick Leave: 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service

Holidays: 10 paid holidays per year

Konecranes moves what matters. Konecranes is a global leader in material handling solutions serving a broad range of customers across multiple industries. We consistently set the industry benchmark from everyday improvements to the breakthroughs at moments that matter most because we know we can always find a safer more productive and sustainable way. Thats why with 16 000 professionals in over 50 countries we are trusted every day to lift handle and move what the world needs.

Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination. We are an Equal Opportunity Employer - Minorities/Women/Protected Veterans/Disabled/Other Protected Category.

Konecranes Inc. and its affiliates will not accept resumes from external recruiters or agencies without a Service Agreement and Agency Portal submission. Any resumes sent without a Service Agreement and Agency Portal submission with Konecranes Inc. are void of any fees and free for internal use. Applicable Konecranes data protection obligations are the responsibility of the agency.

Remote Work :

No

Employment Type :

Full-time