Customer Care Specialist

Job description

About JLG, an Oshkosh company JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world. The Customer Care Specialist serves as the primary point of contact for resolving customer inquiries and issues, utilizing advance knowledge of the products and processes. This role involves managing escalated cases, analyzing customer feedback, and ensuring prompt and accurate resolution of requests. A proactive approach to customer service is essential. YOUR IMPACT These duties are not meant to be all-inclusive, and other duties may be assigned: Manage escalated customer inquiries across phone, email, chat, and ticketing systems. Communicate product and service information with technical accuracy. Interpret customer needs and coordinate with internal teams to ensure resolution. Support the entry and review of purchase orders, credit memos, forecasts, and shipping/receiving activities. Troubleshoot customer transactions, shipping discrepancies, and returns/credits. Participate in improvement efforts and help document updated processes. Identify patterns in customer feedback and assist with process updates. Maintain records of incoming requests, calls, and case status updates. Assist in training or onboarding junior team members Demonstrate the ability to mentor less experienced team members as a role model. MINIMUM QUALIFICATIONS Associate’s degree in a related field (equivalent to three (3) years total in education and experience); or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role . Fluent in spoken and written English STANDOUT QUALIFICATIONS Excellent written and verbal communication and customer resolution skills Strong ability to navigate systems (JDE, Outlook, Excel, CRM tools) Bachelor’s degree preferred Ability to handle routine and non-routine customer service issues independently WORKING CONDITIONS The following represents general working conditions for this office-based role. Specific conditions may vary depending on business needs and individual circumstances. This role is primarily performed in a professional office environment with standard lighting, ventilation, and temperature-controlled settings. Duties are largely sedentary, requiring extended periods of sitting and using a computer and telephone. Visual acuity to operate a computer and read documents is required, along with auditory ability to participate in virtual and in-person meetings. Occasional movement within the office environment is necessary, including walking short distances, standing, or reaching for files. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.