Position Title

Customer Care Partner 

Department

Customer 

Services

Date

 April 1, 2025

FLSA Status

Non-Exempt

Reports To (title)

Customer Care Manager

Shift

1st shift

Type of position

Full Time Part-Time 

Contractor Intern 

revised

October 17, 2025

Position Summary: The Customer Care Partner supports day-to-day customer service and order management activities by providing timely, accurate, and professional assistance to customers and internal teams. This role serves as a key point of contact for order inquiries, documentation, and coordination, ensuring customer requests are handled efficiently and in accordance with company procedures. The Customer Care Partner plays an important role in maintaining strong customer relationships, supporting order fulfillment, and contributing to a positive and consistent customer experience.

Key Responsibilities:

• Support the customer onboarding process, ensuring a seamless transition from Sales and a fast time-to-value.
• Manage all incoming customer inquiries, orders, and cases with speed, accuracy, and empathy.
• Communicate proactively with customers, providing timely updates on order status, issue resolution, and requests.
• Serve as the first line of defense for troubleshooting and resolving customer issues, taking full responsibility until the problem is solved.
• Maintain meticulous and accurate records of all customer interactions and transactions in our systems.
• Monitor customer health, identifying potential risks and opportunities for proactive engagement.
• Prepare customer data and insights for sales-led Quarterly Business Reviews (QBRs) to help demonstrate value.
• Handle escalations with a calm and professional demeanor, following defined procedures to ensure swift resolution.
• Act as the voice of the customer, capturing and sharing valuable feedback with internal teams to drive business improvements.
• Collaborate closely with Sales, Manufacturing, Purchasing, Shipping, Engineering, Quality, and Finance to ensure unified and exceptional customer experience.

Qualifications/ Skills:

• High school diploma or equivalent (required); associate or bachelor’s degree (preferred).
• 1–3 years of experience in a customer service or call center environment.
• Familiarity with CRM systems and practices (Epicor) is an advantage.
• Proven experience in a customer service, support, or success role.
•  Experience using CRM and support ticketing software.
• Outstanding written and verbal communication skills.
• Strong problem-solving abilities and a talent for staying calm under pressure.
• Meticulous attention to detail and a commitment to accuracy.

Personal Attributes:

• Exceptional empathy and active listening skills, with an ability to connect with customers on a human level.
• A proactive, can-do attitude and a relentless drive to see things through to completion.
• A collaborative spirit and the ability to work effectively across multiple departments.

Working Conditions/ Physical Requirements:

• Primarily performed in a professional office setting or remote/home office environment
• Schedule: Standard business hours, with occasional overtime during peak periods (e.g., month-end, quarter-end, or audits)
• Team Interaction: Frequent interaction with cross-functional teams via email, video calls, and collaboration platforms (e.g., Slack, Microsoft Teams)
• Stress Level: Moderate; deadlines and data accuracy expectations may require focused attention and time management
• Prolonged periods sitting at a desk and working on a computer
• Repetitive tasks like data entry and document review
• Occasional lifting of files or boxes (usually under 20 lbs.), if handling paper records