Customer Care Specialist I

JobsCloseBy Editorial Insights

SICK Sensor Intelligence is seeking a Customer Care Specialist I to join its full-time onsite team at the new Bloomington campus, across from the Mall of America and MSP Airport. The role provides day-to-day operational support for customers, prospects, sales reps, distributors and internal teams, handling a high volume with a positive, collaborative approach while ensuring timely updates and a top-notch customer experience. You’ll manage orders and inquiries through CRM and ERP systems, align with contractual obligations, and contribute to process improvements and self-service efforts while building strong relationships across functions. Ideal candidates have at least two years in customer service, two or more years of college or equivalent work experience, familiarity with ERP/CRM and Microsoft Office, and an interest in process improvement methodologies; to apply, highlight order lifecycle management, KPI outcomes, cross-functional collaboration and concrete examples of efficiency gains. The starting base annual salary range is $41,110 to $61,050, with total rewards determined by experience and other factors.

Mission of the Role

This position will work out of our new campus in Bloomington, MN (accross from Mall of America and MSP Airport).

The Customer Care Specialist is responsible for day-to-day operational support for customers, prospects, sales representatives, distributors, and other internal departments. A successful Customer Care Specialist will have a positive attitude with the ability to thrive in a team environment, efficiently handling a high volume of activities while providing an amazing customer experience. The Customer Care Specialists must provide in-depth, working knowledge of SICK’s processes and assist with project management, assignments, and process improvements across the team.

Key Responsibilities

• Answers customer inquiries through multiple communication channels while adhering to departmental service-level goals, ensuring consistent and timely customer updates are provided to open inquiries.
• Coordinates order lifecycle activities and resolves issues when they arise, facilitating with internal teams on resolution when necessary. 
• Provides customer contractual obligation visibility to the organization, ensuring it meets customer operational agreements.
• Adheres to individual key performance indicators (KPIs) and individual performance objectives fostering continuous improvements and personal growth.
• Maintain a thorough understanding and educate customers on SICK terms and conditions and ordering guidelines.
• Manages daily transactional requests, such as sales orders, sample trials, etc., submitted electronically, emailed, or entered on SICK’s website by customers.
• Possess a working knowledge of standard operating procedures (SOPs) and applies them to their daily work.
• Documents customer interactions and maintains account and order information in the customer resource manager (CRM) and enterprise resource planning (ERP) systems.
• Acquires and maintains familiarity with government, industry, and import/export regulations.
• Builds strong relationships that promote trust and confidence with the customer, sales rep, distributors, and internal departments.
• Keeps Management informed of unresolved conflicts that adversely affect SICK customers and their experiences.
• Recommends internal process improvements and customer experience enhancements, implementing change when called upon.
• Fosters customer self-help by recommending the use of and educating on the SICK website.  
• Understands SICK products and the industries we serve.
• Learns the SICK Spirit establishing a strong sense of pride in SICK and the solutions we provide our customers.
• Carries out other duties and responsibilities as may be assigned or required.

Key Qualifications

Education and Experience:

• Two years of experience in a Customer Service-related field or demonstrated required competencies at the expected proficiency level.
• Two or more years of college education or equivalent work experience.
• Process improvement methodologies preferred.
• Proficiency with Microsoft (Word, Excel, PowerPoint) and Internet applications.
• Basic understanding of ERP, CRM, and e-procurement systems preferred
• Basic knowledge of customer service communication channels and measurements preferred.

Compensation

The base salary is one part of our Total Rewards package and is determined within a range.  The starting base salary range for this position is listed below; the actual starting salary will be based on a variety of factors including experience, skill set, education, performance, licenses/certifications, business needs and other job-related factors, as permitted by law.

• Starting Base Annual Salary Range:  $41,110 - $61,050