LX Hausys America

Customer Care Specialist

LX Hausys America

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Junior

About the role

  • Provide accurate, valid, and complete information to the customer and other peers by using the right methods/tools.
  • Receive and process floor and material orders via portal, email, and fax in an efficient and timely manner.
  • Use SAP batching system to process incoming portal orders and create a delivery order.
  • Release orders to the warehouse utilizing the WMS program.
  • Pull daily back order report for order management, incoming replenishment, and released credit orders.
  • Maintain orders aging over 30 days to provide updates to management as well as communicate with customers.
  • Provide same day communication for ETD by end of day for all received orders.
  • Review, resolve, and communicate orders that have not been confirmed to the customer via WMS order confirmation (credit/stock).
  • Follow up with CIA Customers who have not submitted payment for orders via Partners Portal, email, or fax.
  • Process customer return(s) and update customer on the progress of said return(s).
  • Ensure all previous day orders are shipped (WMS/PGI) and communicate with customer of any delays.
  • Proactively update delivery orders in both SAP and WMS for delivery date accuracy.
  • Proactively communicate with the warehouse/logistics team for delivery issues, and relay those issues/delays to the customer(s).
  • Proactively communicate with replenishment and supply team for potential inventory issues or upcoming projects where material is needed.
  • Ensure all payments are collected and orders are shipped prior to month end closing for proper invoicing.
  • Send customers daily updates on any changes to their orders, stock related issues, production schedules, or delays of incoming material (import/RP).
  • Collect and analyze customer feedback to share on the monthly VOC meeting with the president.
  • Service to Customers:
  • Stock check.
  • Order status.
  • Return status.
  • Paperwork Request.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Handle customer complaints and provide appropriate solutions.
  • Provide professional customer support via verbal and written communication.
  • Provide management issues, complaints, or comments that the customers are incurring to see if there is a resolution in process to accommodate.

Requirements

  • Excellent communication skills (verbal and written).
  • Active listening and empathy.
  • Problem-solving abilities to resolve customer issues effectively.
  • Patience and adaptability when handling difficult situations.
  • Time management and multitasking skills.
  • Ability to be a self-starter.
  • Basic computer literacy and familiarity with CRM systems.
  • Technical Knowledge Proficiency in Microsoft Office, especially Excel.
  • Experience with customer care software like SAP.
  • Previous customer service experience (1–2 years preferred).
  • Previous experience in order processing (1-2 years preferred).
Benefits
  • Fully Remote 📊 Resume Score Upload your resume to see if it passes auto-rejection tools used by recruiters Check Resume Score

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
order processingcustomer serviceSAPWMSMicrosoft OfficeExcelcustomer care software
Soft skills
communication skillsactive listeningempathyproblem-solvingpatienceadaptabilitytime managementmultitaskingself-starter