Customer Service Specialist - Springfield, OH

Job Position: Customer Care Specialist

REPORTS TO: Customer Care Supervisor

Hours - 1pm - 9:30 pm Monday - Friday

Holiday Coverage as needed.

JOB POSITION SUMMARY

The Customer Care Specialist is a frontline, customer-focused professional responsible for delivering
exceptional support through inbound calls, emails, and service requests. This role is highly resolution oriented
and requires strong multitasking skills, sound judgment, and the ability
to operate independently during non-traditional hours, including periods with limited internal support.
The Customer Care Specialist consistently creates an overwhelmingly positive customer experience on
every interaction while maintaining accuracy, professionalism, and composure.

RESPONSIBILITIES:

. Serve as a primary point of contact by handling a high volume of incoming customer calls,
emails, and service requests with professionalism, clarity, efficiency, and a strong customer-first
mindset.
. Deliver empathetic, solution-focused support while maintaining composure and sound
judgment in high-pressure, time-sensitive situations.
.Take full ownership of customer issues from initial intake through resolution,
ensuring accurate assessment, timely follow-up, and fulfillment of service commitments.
. Effectively route inquiries and escalate issues to appropriate internal departments and
stakeholders when required, maintaining clear and consistent communication throughout the
process.
. Dispatch technicians and coordinate service responses based on urgency, availability, and
customer impact.
. Create accurate parts orders after warehouse cut-off hours and manage service- and partsrelated
resolutions during standard and after-hours operations.
. Navigate complex service scenarios during late evenings, weekends, holidays, and overnight
hours when minimal operational support may be available.
.Maintain clear, professional communication with customers, field personnel, and internal teams
to ensure service continuity and customer confidence.
. Ensure exceptional clerical accuracy across all case documentation, service records, dispatch
details, and parts orders.
. Utilize CRM, ERP, and service management systems to document interactions, track cases,
and maintain data integrity in compliance with service standards and internal processes.
. Additional duties as assigned.

Qualifications

REQUIRED SKILLS & COMPETENCIES:

• Strong multitasking and prioritization skills.
• Excellent verbal and written communication skills.
• High attention to detail and clerical accuracy.
• Ability to remain calm and solution-oriented under pressure .

EDUCATION & EXPERIENCE:
. High School Diploma or equivalent; associate degree preferred.
. Experience with Siebel and/or SAP.
. Call center experience within a manufacturing or industrial environment.
. Experience supporting after-hours operations and parts ordering.

OTHER REQUIREMENTS:
. Minimal travel may be required.
. Must be able to work all holidays, weekends, late evenings, early mornings, and occasional
overnight shifts as requested.
. Maintain consistent service quality during off-hours operations.

Additional Information

What we offer:

Benefits: Medical Plan, Dental, Vision, 401k plan with a match from day one, identity theft protection, accident insurance, travel insurance and so much more!

Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks.

Sick Leave: 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service

Holidays: 10 paid holidays per year

Konecranes moves what matters . Konecranes is a global leader in material handling solutions, serving a broad range of customers across multiple industries. We consistently set the industry benchmark, from everyday improvements to the breakthroughs at moments that matter most, because we know we can always find a safer, more productive and sustainable way. That's why, with 16 000+ professionals in over 50 countries, we are trusted every day to lift, handle and move what the world needs.