Customer Care Specialist

• Location: St. Louis, Missouri
• Type: Direct Hire
• Job #7041

Position Summary:

The Customer Care Specialist is the link between the Sales, Operations, and Accounting teams. This role ensures a seamless customer-centric experience by managing the end-to-end sales process—from initial quote to final delivery. The ideal candidate is a proactive communicator with high attention to detail, capable of managing complex order workflows and QuickBooks (QB) administration while upholding the values of integrity and long-term partnership.

Key Goal:

To serve as the primary point of contact on the customer journey from the point of sale to final fulfillment, ensuring that every dealer and customer experiences an exceptional interaction characterized by transparency, accuracy, and professional care.

Work Environment:

This position will require in office hours, Monday-Friday 8:00 am- 4:00 pm, with after hours or overtime hours as needed to support the business operations. 

Key Performance Indicators:

• Proactive Touchpoints: 100% of orders receive a “status update” communication at three critical milestones: order receipt, transition to operations, and ready-to-ship.  Communication documented in CRM.
• Administrative Precision: Dealer RFQ sent to dealer within one business day.
• Conflict Pre-emption: Identify and resolve potential inventory or pricing discrepancies within 4 business hours, ensuring the Sales team and the Customer are alerted to solutions before problems escalate.
• Documentation Excellence: Ensure 100% of customer files are “Accounting Ready,” meaning all QuickBooks entries contain the necessary sales documentation, tax status, AP contact information, and dealer terms required for the accounting team to process without follow-up.

 Responsibilities:

1. Sales Team Liaison:
   1. Create Dealer requested RFQ in Autoquotes and send to dealer including salesperson
   2. Notify dealers and customers of order status updates within one business day of update
   3. Provide updated quotes on open deals when manufacturer price increase occurs.
   4. Documenting all communication in CRM to ensure transparency and sharing of information throughout the team.
2. QuickBooks Administration:
   1.  Convert approved quotes into Sales Orders and Invoices; manage credit memos and refunds in coordination with the accounting team.
   2. Ensure vendor purchase orders accurately reflect customer needs, and pricing is correct.
3. Cross-Functional Coordination:
   1. Collaborate with the Operations team to verify inventory availability and shipping schedules before committing to customer timelines.
   2. Manage freight and delivery logistics between manufacturer and dealer/customer. Ensuring customer expectations are met.
4. Account Support:
   1.  Serve as the primary point of contact for dealer and customer inquiries regarding order status, pricing discrepancies, or account updates.
5. Accounting Compliance:
   1.  Work closely with the accounting team to ensure all sales transactions meet company best practices and documentation standards (does not include AP/AR responsibility).
   2. Manage Dealer rebate program. Internal and external
6. Issue Resolution:
   1. Identify and flag potential fulfillment bottlenecks or pricing errors early to maintain an exceptional standard.
   2. Work with sales team and operations to ensure customer expectations are met.
7.  Continuous Improvement

Qualifications:

• Associates of Bachelors Degree preferred.
• 1+ years of experience in office administration or sales coordination roles.
• Strong organizational and multitasking abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Excellent communication skills, both written and verbal.
• Ability to work independently and manage time effectively.
• Strong attention to detail and problem-solving skills.
• Experience with basic accounting tasks is a plus.
• Ability to handle sensitive and confidential information with discretion.