Customer Service Specialist

The Essity Order Administration & Customer Service Team is currently seeking a Customer Service Specialist. This is a hybrid role & will be based in our office in Charlotte NC.

About the Role

The Customer Service Specialist serves as a trusted customer owner escalation resource and process improvement partner within Customer Service. This role provides superior service as a primary point of contact for customers sales partners and internal stakeholders while managing complex inquiries account needs order-related issues complaints exceptions returns credits remakes and cross-functional follow-up. As automation and digital tools reduce repetitive manual work the Specialist reinvests capacity into proactive customer communication root-cause resolution digital adoption support service reliability and continuous improvement.

The role represents Essity in a positive professional and customer-centric manner helping make the company easier to do business with through timely accurate consistent and connected support across phone email digital ordering portal CRM SAP and other service channels.

What You Will Do

Customer Ownership and Service Delivery

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

Respond to customer inquiries through phone email fax internet portal CRM and other available channels with speed accuracy and ownership.

Foster strong customer relationships that support retention customer satisfaction trust and positive Net Promoter Score outcomes.

Educate customers on products ordering options warranty information returned goods policy service expectations account processes and available self-service tools.

Set clear expectations provide timely updates and ensure customers receive consistent information across channels.

Enter review and manage customer orders in applicable systems verifying product description quantity pricing shipping billing account and delivery information.

Validate order accuracy and contact customers or internal partners as needed to prevent rework incorrect shipments delayed orders credits returns remakes or customer dissatisfaction.

Monitor order status backorders delivery blocks pricing exceptions availability constraints allocation issues and other service-impacting conditions.

Provide customers with alternatives or next-best options when products are unavailable delayed substituted or subject to exception handling.

Process marketing samples sales samples and other specialty orders according to correct coding account assignment approval requirements and business rules.

Own complex or escalated customer issues requiring judgment cross-functional coordination follow-through and timely resolution.

Research discrepancies using SAP CRM order management tools customer history account records delivery information invoice details and other available resources.

Coordinate resolution of billing questions credits returns complaints remakes deductions delivery issues product concerns and service claims.

Partner with sales supply chain logistics distribution demand planning pricing quality product support finance and other internal teams to resolve customer-impacting issues.

Ensure smooth handoffs when specialized investigation is required while maintaining accountability for customer communication and closure.

Support customers and sales partners in adopting digital tools self-service options eShop ordering portals automated order submission and other technology-enabled service channels.

Use customer knowledge order patterns exception trends and recurring issues to identify where automation AI workflow tools or process changes can reduce manual effort and customer friction.

Promote a seamless omnichannel experience by helping customers receive consistent support regardless of how they engage with Essity.

Encourage routine needs to move through the most efficient channel while preserving human ownership for urgent unclear complex or high-impact situations.

Identify recurring issues process breakdowns avoidable rework order defects rerouting and friction points that impact customers or internal efficiency.

Recommend practical improvements standard work job aids knowledge content training refreshers or system enhancements that improve reliability and reduce manual effort.

Participate in process reviews special projects customer experience initiatives and cross-functional improvement efforts.

Support service quality accuracy productivity backlog reduction queue performance first-contact resolution and other operational goals.

Maintain accurate documentation case notes account records and reference materials in accordance with department standards.

Serve as a resource for Customer Service Representatives and peers by answering questions sharing knowledge supporting training and modeling professional service behaviors.

Assist with onboarding peer mentoring skill development process reinforcement and adoption of best practices as needed.

Support daily monitoring of work queues order queues phone activity cases service priorities or other workload indicators when requested.

Demonstrate accountability adaptability collaboration customer focus and continuous learning as the CSR role evolves toward more proactive and consultative service.

Perform other duties as required to meet department customer and business goals.

Who You Are

Associate degree bachelors 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 with the ability to explain issues clearly professionally and customer-centrically.

Demonstrated accuracy attention to detail follow-through time management and 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.

What We Can Offer You

At Essity we believe every career is as unique as the individual and empower employees to reach their full potential in a winning culture motivated by a powerful purpose.

Compensation and Benefits:

Expected Compensation

Competitive annual salary annual incentive bonus benefits

Pay offered may vary depending on multiple individualized factors such as knowledge skills and experience.

Along with competitive pay you will be eligible for the following benefits:

• 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 to include: critical illness hospital indemnity and accident insurance
• Employee discounts program
• Scholarship program for children of Essity employees.

Collaborative and Caring Culture Empowerment & Engaged People Work with Impact and A Powerful Purpose Individual Learning & Career Growth Health & Safety Priority Sustainable Value Together Innovation Sustainable Working Life Competitive Total Rewards

Additional Information

The Company is committed to equalemployment opportunity and providingreasonable accommodations to qualifiedcandidates and employees pursuant toapplicable law. We value and encouragediversity and solicit applications from allqualified applicants without regard to racecolor gender sex age religion creednational origin ancestry citizenship maritalstatus sexual orientation physical or mentaldisability medical condition military andveteran status gender identity or expressiongenetic information or any othercharacteristic protected by federal state orlocal law.

If you require reasonableaccommodation as part of the applicationprocessplease contact

Together we are improving lives every day

Working at Essity is not just a career; it is a chance to directly make the world a healthier more hygienic and safer place. With impactful innovations coupled with sustainable solutions we strive to reach more people every year with the necessary and essential solutions for well-being.