Customer Care Specialist

American Battery Solutions has a full-time opening for a Customer Care Specialist in Lake Orion, Michigan.

Job Summary

The Customer Care Specialist is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and growing the American Battery Solution (ABS) customer service portfolio. This role requires a high level of initiative, self-motivation, and engagement with customers and internal stakeholders, to achieve 100% customer satisfaction. This individual will work closely with engineering, manufacturing, and quality disciplines, as well as systems and validation/testing teams.

Responsibilities

• Manage assigned customer accounts by processing service orders, addressing customer and service inquiries.
• Serve as first line of support for ABS customers; troubleshooting as necessary.
• Work closely with the Service and Warranty Team to identify and address open customer service requests.
• Collect and document key customer requirements for project and process improvement efforts.
• Demonstrate a high level of account ownership, resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting corrective actions; customer follow through to ensure proper resolution.
• Utilize internal tools to capture complaint entries, price requests, and call reports.
• Coordinate with the logistics team for shipping and receiving of ABS products.
• Serve as a resource for knowledge regarding Hazmat shipping requirements.
• Responsible for after-hours and emergency 24/7 customer support.
• Manage customer accounts within Return Material Authorization (RMA) process.
• Manage customer accounts within warranty process.
• Implement warranty processes and tracking, including process flow diagrams and call center scripts.
• Implement systems and tools including web-based, telephone, and email to collect and capture customer satisfaction data and ensure resolution and tracking of customer concerns.
• Adhere to federal and state regulations.
• Adhere to all company policies, processes, and procedures.
• Performs other duties as requested, directed, or assigned.
• Predictable and reliable attendance.

Position Qualifications

• Bachelor’s degree in Communications, Business Administration, or related field or equivalent experience.
• Minimum of three (3) years of automotive and/or customer service-related experience.
• Demonstrated project management experience.
• Experience providing business to business customer support.
• Excellent written and verbal communication skills.
• Troubleshooting and multi-tasking skills.
• Experience using customer service software, databases, and tools.
• Working knowledge of Microsoft Office Applications.
• Working knowledge of SalesForce software.
• Highly collaborative with a genuine passion for customer service.
• Excellent analytical, communication, and presentation skills.
• Strong interpersonal skills to work with team members on all levels of the organization.
• Highly organized and detail oriented.
• Ability to work in a dynamic start-up environment where initiative and ownership is a must.
• Assertive, and not afraid to share their opinion.

Key Competencies

• Focuses on Quality: Drives work results with a quality focus on actions and results.
• Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeking input from others, and identifies connections and/or root causes of problems
• Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services, while keeping a focus on sustainability. Constantly looking for incremental improvements in work processes and results.
• Working Safely: Demonstrates safe behaviors. Aware of potential risks and threats in the workplace.
• Delivers Results: Achievement-oriented, feeling a sense of urgency to reach goals on time, if not before.
• Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives.
• Communications: Exchanges thoughts, feelings, and information effectively.

Physical Requirements / Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Constantly operates a computer and other office equipment.
• Ability to adjust focus, especially due to concentration on a computer screen.
• The person in this position needs to occasionally move about in industrial environments, and on uneven terrain.
• The noise level in the work environment can be moderately loud.
• Must be able to manipulate equipment for calibration and modification.
• Prolonged periods of operating equipment.

Why Join Us

American Battery Solutions (ABS) provides comprehensive 100% employer paid benefit plans to employees and their family, competitive salary and retirement program. ABS employs a diverse and inclusive workforce.

Benefits Overview

• Paid time off includes 4 weeks, 15 holidays, and parental leave.
• 100% company-paid medical, dental, vision, short-term disability, long-term disability, and life insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) offerings.
• Company provided 401K savings plan with immediately vested matching contributions to help you save for retirement.
• Voluntary benefits offerings.
• Tuition assistance.
• Employee Referral Program.
• Employee development and career growth opportunities.

About Us

American Battery Solutions Inc. (“ABS”) is a manufacturer of advanced batteries for commercial, fleet, and industrial on- and off-road vehicles. Located in the heart of the U.S. automotive region with facilities in Michigan and Ohio. In 2023, ABS was acquired by Komatsu, a world leader in construction, mining, forestry, and industrial heavy equipment in support of Komatsu’s 2050 carbon neutrality goal. ABS continues to operate as an independent entity serving Komatsu applications while continuing to expand and grow our core commercial, fleet and industrial business.

As we have grown, ABS has assembled a world-class team of dedicated and experienced engineers. This team is equipped with a deep understanding of high-voltage, automotive-grade battery systems from concept development and prototyping, to testing and validation, to high-volume production. We pride ourselves on developing a diverse team of next generation battery experts.

The Location - Lake Orion

American Battery Solutions Headquarters and Innovation Center is located in the heart of South-East Michigan in Orion Township. Orion Township is a Pure Michigan Trail Town that has a long-standing dedication to enhancing trails and pathways in its community, which is home to the Polly Ann Trail, Paint Creek Trail, and Iron Belle Trail. The township has more than 50 miles of trails. Southeast Michigan also boasts some of the best eating around! Whether your interest is in furthering your education, enjoying one of the many regional sporting events, or enjoying the vast outdoors that Michigan has to offer, you’ll be at the center of it here!

AMERICAN BATTERY SOLUTIONS IS AN EQUAL OPPORTUNITY EMPLOYER.