Customer Service Specialist

Essity

. Serve as a knowledgeable point of contact for assigned customers, accounts, sales partners, and internal stakeholders .

Posted 9/24/2026full-timeCharlotte • North Carolina • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and order management, with a strong focus on relationship building, issue resolution, and process improvement. Proficient in utilizing digital tools and CRM systems to enhance customer experience and operational efficiency.

Highest-signal resume keywords

Customer Service ExperienceOrder ManagementSAP ProficiencyCRM Systems KnowledgeStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Order ManagementIssue ResolutionData EntryProcess ImprovementResearch Skills

Soft Skills

Attention to DetailTime ManagementVerbal CommunicationWritten CommunicationMulti-Priority Management

Tools & Technologies

SAPCRM SystemsMicrosoft OfficeOrder Management ToolsCustomer Portals

Certifications & Qualifications

Associate DegreeBachelor’s Degree

Industry Keywords

Customer RetentionNet Promoter ScoreBillingLogisticsHealthcare Experience

About the role

Key responsibilities & impact

Serve as a knowledgeable point of contact for assigned customers, accounts, sales partners, and internal stakeholders
Respond to inquiries through phone, email, fax, internet, portals, CRM, and other channels
Build customer relationships supporting retention, satisfaction, trust, and positive Net Promoter Score outcomes
Educate customers on products, ordering options, warranty information, returns, account processes, and self-service tools
Enter, review, and manage customer orders while verifying product, pricing, shipping, billing, account, and delivery information
Monitor order status, backorders, delivery blocks, pricing exceptions, availability constraints, and allocation issues
Own complex or escalated issues and coordinate timely resolution across internal teams
Research discrepancies using SAP, CRM, order management tools, customer history, account records, delivery information, and invoice details
Coordinate billing questions, credits, returns, complaints, remakes, deductions, delivery issues, product concerns, and service claims
Support adoption of digital tools, self-service options, eShop ordering, portals, and automated order submission
Identify opportunities for automation, AI, workflow, and process improvements
Participate in process reviews, special projects, customer experience initiatives, and cross-functional improvement efforts
Maintain documentation, case notes, account records, and reference materials
Support training, onboarding, peer mentoring, queue monitoring, and best-practice adoption
Perform other duties required to meet department, customer, and business goals

Requirements

What you’ll need

Associate degree, bachelor’s degree, or equivalent customer service, order management, healthcare, commercial operations, or business experience preferred
Prior customer service, order management, account support, claims, returns, billing, logistics, or related experience preferred
Experience using SAP, CRM systems, Microsoft Office, email, spreadsheets, order management tools, customer portals, or similar business applications preferred
Strong verbal and written communication skills
Accuracy, attention to detail, follow-through, and time management
Ability to manage multiple priorities in a fast-paced environment
Ability to research issues, resolve discrepancies, interpret business rules, and make sound recommendations within defined guidelines
Comfort using digital tools and learning new systems, workflows, automation, AI-enabled tools, and reporting resources

Benefits

Comp & perks

Competitive annual salary
Annual incentive bonus
United Healthcare PPO
EyeMed Vision Insurance
Delta Dental Insurance
Wellness program provided through Rally
Healthcare and Dependent Care Flexible Spending Accounts (FSA)
401(k) with employer match and annual employer base contribution
Company paid Basic Life, AD&D, short-term and long-term disability insurance
Employee Assistance Program
PTO offering with Paid Holidays
Voluntary benefits including critical illness, hospital indemnity, and accident insurance
Employee discounts program
Scholarship program for children of Essity employees
Individual Learning & Career Growth
Health & Safety Priority