{"id":3298131,"url":"https://alion.io/job/elo-touch-solutions-customer-care-specialist-ii","title":"Customer Care Specialist II","company":{"id":2297464,"name":"Elo Touch Solutions","domain":"elotouch.com.cn","url":"https://alion.io/company/elotouch-com-cn","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Knoxville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":45000,"max_usd":99000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":648},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Oracle ERP","optional":false},{"name":"Salesforce","optional":false},{"name":"Microsoft Office","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-10-26T22:32:43Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-05T10:27:46Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"We know touch - it's our only business. In fact, we invented the touchscreen over 40 years ago and haven't stopped since. Every 21 seconds, a new Elo touch screen is installed somewhere in the world. We obsess over details to exceed the highest quality standards. We don’t just sell things. We offer solutions to tomorrow’s challenges.\nThe Customer Care Specialist II is responsible for providing high levels of service and support to assigned customer accounts by managing orders, handling returns, and delivering long-term project support. This position will be working directly with the Customer Success Organization, Operations, Product Management, Channel and Sales teams to deliver world-class customer experience. The Customer Care Specialist II handles front line customer communications while acting as the internal voice of the customer escalating and resolving their concerns. This individual must demonstrate a sense of urgency and helpful demeanor with both internal and external customers.\n\nJob Responsibilities:\nManage onboarding of customer accounts while building trust, managing relationships and providing high levels of customer satisfaction.\nActively manage customer order backlogs, quote validation, and lead times\nAssist with returns and support the RMA team by initiating return goods, providing status updates and technical support, and submitting credit requests. \nCoordinate with functional departments such as Sales, Channel, and Operations to ensure smooth order management and on-time deliverables\nProactively manage ATP, FIFO priorities, and customer shipment holds in the system\nAssist the Demand Planning team with order scheduling and quote to order planning \nFacilitate customer surveys and questionnaires to evaluate customer care processes and procedures for continuous improvement \nProvide accurate customer status updates and inventory availability on a regular and ad hoc basis- including large project order confirmation tracking \nTroubleshoot issues that may cause customer order delays\nAssist with order escalations and OTD including prioritizing schedules, allocations, dropships, and expedited freight requests\nMaintain or exceed customer care metrics and data and develop best practices including customer satisfaction and net promoter score \nPerform daily order accuracy and netting analysis of all new sales orders received \nSupport upselling and lead generations with new and existing customers \nSupport Lifecycle Management planning by proactively announcing updates and product transitions to help facilitate a smooth transition for customers \nManage new client systems\nOther reasonable directives, responsibilities and activities may change or be assigned at any time with or without notice.\nMinimum Qualifications: \nAt least 3 years of prior experience with at least 1 year in customer facing role \nExperience with ERP systems (SAP, Oracle, JDE, MS Dynamics), Salesforce or CRM software\n\nPreferred Qualifications:\nBachelor’s degree\nExperience participating in continuous improvement projects that lead to increased customer satisfaction \nSAP experience, specifically the (SD) Sales & Distribution, (MM) Materials Management, or (FI) Financial Accounting Modules\nExperience using CRM tools such as Zendesk\nBilingual (Spanish, Portuguese or Mandarin Chinese)\n\nSpecific Professional Skills / Competencies:\nAbility to make decisions that directly impact customers independently\nAbility to adapt and thrive in a fast-paced and changing environment\nAbility to gather and analyze relevant data to drive decision making \nAptitude to quickly understand business models and metrics\nPassionate about delivering world-class customer care \nEffective written and verbal communication skills\nExpectational customer follow-up skills \nStrong attention to detail and organization skills\nProficient with standard corporate productivity tools (email, voicemail, MS Office)\n\nPhysical Demands:\nOffice work, primarily on phone and PC\nAbility to lift up to OSHA single person lift requirements \nAbility to sit, stand, bend, or walk for prolonged periods of time \nMust be able to work a standard full-time schedule.\nMust be able to work a hybrid schedule in the Knoxville office.","description_format":"text","description_chars":4207,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":true}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Displays & Panel Technology","POS Terminals & Kiosks"],"lifecycle":[{"event":"open","at":"2026-10-26T22:32:43Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 8 · green card filings: 2","filings_12m":8,"filings_prev_12m":4,"green_card_filings_12m":2,"median_offered_wage_usd":92500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":79,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.84,"p_room":0.945,"age_days":9,"expected_fill_days":26,"reasons":["conf:1","win:mid"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/elo-touch-solutions-customer-care-specialist-ii","json_url":"https://alion.io/job/elo-touch-solutions-customer-care-specialist-ii.json","meta":{"generated_at":"2026-11-05T16:09:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21187,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2297464},"rest":"https://alion.io/mcp/rest/get_company?id=2297464"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Felo-touch-solutions-customer-care-specialist-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Felo-touch-solutions-customer-care-specialist-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Felo-touch-solutions-customer-care-specialist-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/elo-touch-solutions-customer-care-specialist-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Felo-touch-solutions-customer-care-specialist-ii"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3298131}},{"tool":"search_jobs","arguments":{"company":"elotouch.com.cn","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3298131},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}