Customer Care Specialist

The Customer Care Specialist serves as the primary point of contact for both internal and external customers, supporting global supply chain initiatives.

This role collaborates closely with the parent company and affiliates across more than five countries.

The specialist is responsible for handling calls in a professional and efficient manner, accurately processing orders, identifying customer needs, and ensuring expectations are met.

This position requires consistent follow-up and relationship management with both domestic and international customers, responding to inquiries received via phone and email.

The role also partners cross-functionally with internal departments to ensure timely order release, accurate pricing, proper shipping requirements, and fulfillment of any special requests.

Additionally, the Customer Care Specialist leads and presents monthly Sales and Operations Planning (S&OP) meetings with key stakeholders and acts as a liaison with the Finance team on trade management reporting.

Essential Job Functions:


* Provide advisory sales support


* Facilitate monthly customer collaboration


* Generate and present reports


* Process orders, returns, and credits/debits with accuracy


* Manage container direct programs


* Support forecasting activities


* Maintain strong product knowledge

Minimum of three (3) years of sales experience and five (5) years of call center sales experience, including training.

Demonstrated ability to meet or exceed sales targets.

Must be detail-oriented and highly self-motivated.

High school diploma or equivalent (GED) required; a bachelor’s degree in a related field is preferred, or an equivalent combination of education and experience sufficient to perform the essential functions of the role. 

Proficiency in Microsoft Office (Word, Excel, Outlook) and 10-key by touch required.

Must possess basic math and accounting skills, including the ability to add, subtract, multiply, and divide using whole numbers, fractions, and decimals.

Strong communication and customer service skills are essential.

Familiarity with DTNA products or website is preferred, along with the ability to manage a high volume of inbound customer calls. Ability to sit, stand, and use hands and fingers for extended periods.

May require occasional walking on level surfaces, reaching above shoulder height and below the waist, and lifting up to 25 pounds (e.g., files or printed materials).