Customer Solutions Specialist
Last date to apply:
We are continuously accepting applicationsAre you ready to be the heartbeat of customer success? Husqvarna Construction in Olathe, KS is seeking a dynamic Subject Matter Expert to lead with purpose in our Customer Solutions Department. This role is all about building strong customer relationships, supporting our frontline representatives, and stepping in with confidence when special handling is needed.
You’ll be the go-to expert for urgent customer requests, a strategic partner to management in identifying growth opportunities, and a key player in special initiatives like leasing orders and promotional processing. Whether backing up call queues or driving department-wide improvements, you’ll bring energy, precision, and a passion for delivering exceptional service.
RESPONSIBILITIES
Case Processing (60%)
Own and manage the end-to-end processing of GAF (Great American Finance) orders with accuracy and urgency
Collaborate cross-functionally with internal departments to ensure seamless customer experiences
Leverage deep product knowledge to make informed recommendations that align with customer needs
Deliver clear, confident technical guidance on product functionality and website navigation
Respond promptly and professionally to customer and sales rep inquiries via email
Efficiently retrieve and distribute invoices and packing lists upon request
Lead real-time customer engagement through proactive management of the Customer Service Chat platform
Serve as the primary point of contact for high-volume distribution customers, ensuring tailored support
Provide backup coverage for phone queues, maintaining service continuity during peak times
Administrative (15%)
Maintain high-quality CRM data by documenting detailed, accurate records of all customer interactions
Perform ongoing account maintenance to ensure CRM reflects current and actionable customer information
Support customer account updates and changes with precision and timeliness
Issue Resolution (25%)
Drive resolution of open cases within the CRM system, ensuring timely and effective outcomes
Partner with customers to resolve mis-shipments and restore satisfaction
Communicate customer or territory-specific challenges to assigned Sales Representatives for alignment
Collaborate on back-order resolution strategies to minimize disruption and enhance customer trust
Lead the chat-based customer solutions function by managing daily operations, ensuring prompt and accurate issue resolution while also delivering a consistently high-quality customer experience.
COMPETENCIES
Position-specific Competencies
Excellent attention to detail to ensure accuracy of work
Maintaining complete, accurate records utilizing appropriate systems
Working cooperatively within a team environment
CRITICAL FUNCTIONAL SKILLS & KNOWLEDGE
Solid working knowledge of a call reporting management (CRM) system
Solid working knowledge of phone systems
Ability to read schematics and illustrated parts list
Solid ERP system knowledge
Working product knowledge
Solid knowledge of Microsoft Office products, specifically Excel and Word
EDUCATION & EXPERIENCE
High school degree or equivalent
Excellent English verbal and written communication skills
At least 2-3 years' experience as a Customer Solutions Representative
Husqvarna Construction is a part of Husqvarna AB. We are a world leader in the construction and stone industries. Founded in 1689. Our extensive construction product range includes machines, diamond tools and all accessories that you need for cutting, sawing and drilling, as well as polishing floors. The stone product range is comprised of a variety of different diamond tools for quarries and the stone processing industry. We are located in Olathe, Kansas.
Husqvarna is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline and termination. Husqvarna prohibits discrimination, harassment and retaliation in employment based on race; color; religion; national origin; gender; sexual orientation; pregnancy; age; disability; service member status; or any other category protected by federal, state, or local law.