Customer Care Specialist Sr.

• Serve as the primary Customer Care liaison for customers, partners, and Sales across LATAM and Canada, building trust through proactive, clear, and culturally effective communication.


• Manage customer and partner inquiries, case queues, emails, service-level commitments, escalations, and RMAs from initial intake through resolution.


• Support pricing, product identification, availability, order status, invoicing, credits, shipment tracking, quotes, Salesforce CPQ updates, and QBR-related requirements.


• Capture Voice-of-Customer insights and proactively address issues while escalating compliance risks, policy exceptions, and legal questions when appropriate.


• Execute accurate international order entry and manage orders end-to-end, following established procedures for changes, exceptions, returns, and required documentation.


• Manage regional order backlogs, prioritize execution, communicate delays, and provide visibility into order status, backlog health, and conversion metrics.


• Maintain accurate customer, partner, order, and transactional information across Oracle ERP, Salesforce/CPQ, and related systems.


• Ensure export and customs documentation is complete and accurate, applying applicable international trade and regional requirements.


• Apply established procedures covering Incoterms, export controls, TAA, licensing, regulatory requirements, Canadian customs and tax documentation, and relevant LATAM requirements such as NCM and CFDI.


• Coordinate with Logistics, Credit, Planning, Freight Forwarders, Sales, and other stakeholders to resolve international shipping, customs, credit, planning, and compliance issues.


• Identify documentation discrepancies and compliance risks, escalating conflicting information, policy exceptions, and legal questions to the appropriate leadership.


• Develop and maintain SOPs, job aids, and process documentation that improve consistency, compliance, and scalability.


• Use Microsoft 365 and Power BI to support dashboards, regional reporting, operational analysis, and performance communication.


• Lead or contribute to cross-functional initiatives involving automation, backlog optimization, quote accuracy, operational efficiency, and customer experience.


• Participate in team routines and training while demonstrating ownership, accountability, collaboration, and a customer-first approach.


• Provide informal leadership through influence, mentoring, and knowledge sharing while operating as an individual contributor without direct reports.

Requirements:

• Bachelor’s degree in Business Management, International Business, Supply Chain, or a related field, or equivalent professional experience.


• 5+ years of experience in customer service, order management, export operations, international logistics, or a related field.


• Advanced proficiency with Oracle ERP and Salesforce/CPQ.


• Proficiency with Microsoft 365 and familiarity with Power BI for dashboards, reporting, and performance analysis.


• Strong knowledge of international import/export logistics, trade compliance, export controls, customs documentation, Incoterms, and partner-channel operations.


• Understanding of import/export requirements across Latin America and Canada, including documentation such as NCM and CFDI.


• Demonstrated ability to manage strategic accounts, complex customer issues, competing priorities, escalations, and cross-functional dependencies.


• Strong analytical, problem-solving, decision-making, communication, de-escalation, prioritization, and time-management skills.


• Exceptional attention to detail, follow-through, initiative, and ability to work independently in a complex regulatory environment.


• Fluent English communication skills, with the ability to communicate clearly and professionally with stakeholders across different cultures.


• Direct experience supporting customers or partners in Latin America and Canada is preferred.


• Spanish proficiency is strongly preferred, while French is considered an additional asset.


• Experience in sales operations, manufacturing, distribution, export compliance, international logistics, or strategic account management is advantageous.


• Experience creating regional reporting, SOPs, job aids, or process improvement initiatives is a plus.


• Comfortable with light physical work and able to travel approximately 1–20% as required.

Benefits:

• Compensation range of $48,000–$94,000, with placement dependent on experience and geographic location.


• Health care coverage.


• Dental coverage.


• Vision plans.


• 401(k) benefits.


• Commissions and/or incentive compensation, depending on role and eligibility.


• Opportunity to work in a global, technology-driven environment.


• Exposure to international customers, partners, logistics, trade compliance, and cross-functional operations.


• Individual-contributor role with opportunities to demonstrate leadership through influence and mentoring.


• Commitment to an inclusive and equal-opportunity workplace.


• Reasonable accommodation support throughout the recruitment process for qualified applicants with disabilities.