Customer Care Specialist Sr.

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Care Specialist Sr. based in United States.

This senior customer care role supports customers and partners across Latin America and Canada, managing the full lifecycle of complex international orders.

You will act as a key liaison between customers, Sales, Logistics, freight partners, and internal cross-functional teams.

The position combines customer service, order management, international logistics, trade compliance, and operational reporting.

You will ensure accurate order execution, strong data integrity, timely issue resolution, and clear visibility into regional performance.

The role requires sound judgment when handling escalations, documentation discrepancies, compliance risks, and complex customer requirements.

You will also contribute to process improvements, automation initiatives, reporting, SOP development, and knowledge sharing across the organization.

This is an impactful individual-contributor opportunity for an autonomous, analytical, and customer-focused professional comfortable working in a global and regulated environment.

Accountabilities:

• Serve as the primary Customer Care liaison for customers, partners, and Sales across LATAM and Canada, building trust through proactive, clear, and culturally effective communication.
• Manage customer and partner inquiries, case queues, emails, service-level commitments, escalations, and RMAs from initial intake through resolution.
• Support pricing, product identification, availability, order status, invoicing, credits, shipment tracking, quotes, Salesforce CPQ updates, and QBR-related requirements.
• Capture Voice-of-Customer insights and proactively address issues while escalating compliance risks, policy exceptions, and legal questions when appropriate.
• Execute accurate international order entry and manage orders end-to-end, following established procedures for changes, exceptions, returns, and required documentation.
• Manage regional order backlogs, prioritize execution, communicate delays, and provide visibility into order status, backlog health, and conversion metrics.
• Maintain accurate customer, partner, order, and transactional information across Oracle ERP, Salesforce/CPQ, and related systems.
• Ensure export and customs documentation is complete and accurate, applying applicable international trade and regional requirements.
• Apply established procedures covering Incoterms, export controls, TAA, licensing, regulatory requirements, Canadian customs and tax documentation, and relevant LATAM requirements such as NCM and CFDI.
• Coordinate with Logistics, Credit, Planning, Freight Forwarders, Sales, and other stakeholders to resolve international shipping, customs, credit, planning, and compliance issues.
• Identify documentation discrepancies and compliance risks, escalating conflicting information, policy exceptions, and legal questions to the appropriate leadership.
• Develop and maintain SOPs, job aids, and process documentation that improve consistency, compliance, and scalability.
• Use Microsoft 365 and Power BI to support dashboards, regional reporting, operational analysis, and performance communication.
• Lead or contribute to cross-functional initiatives involving automation, backlog optimization, quote accuracy, operational efficiency, and customer experience.
• Participate in team routines and training while demonstrating ownership, accountability, collaboration, and a customer-first approach.
• Provide informal leadership through influence, mentoring, and knowledge sharing while operating as an individual contributor without direct reports.

Requirements:

• Bachelor’s degree in Business Management, International Business, Supply Chain, or a related field, or equivalent professional experience.
• 5+ years of experience in customer service, order management, export operations, international logistics, or a related field.
• Advanced proficiency with Oracle ERP and Salesforce/CPQ.
• Proficiency with Microsoft 365 and familiarity with Power BI for dashboards, reporting, and performance analysis.
• Strong knowledge of international import/export logistics, trade compliance, export controls, customs documentation, Incoterms, and partner-channel operations.
• Understanding of import/export requirements across Latin America and Canada, including documentation such as NCM and CFDI.
• Demonstrated ability to manage strategic accounts, complex customer issues, competing priorities, escalations, and cross-functional dependencies.
• Strong analytical, problem-solving, decision-making, communication, de-escalation, prioritization, and time-management skills.
• Exceptional attention to detail, follow-through, initiative, and ability to work independently in a complex regulatory environment.
• Fluent English communication skills, with the ability to communicate clearly and professionally with stakeholders across different cultures.
• Direct experience supporting customers or partners in Latin America and Canada is preferred.
• Spanish proficiency is strongly preferred, while French is considered an additional asset.
• Experience in sales operations, manufacturing, distribution, export compliance, international logistics, or strategic account management is advantageous.
• Experience creating regional reporting, SOPs, job aids, or process improvement initiatives is a plus.
• Comfortable with light physical work and able to travel approximately 1-20% as required.

Benefits:

• Compensation range of $48,000-$94,000, with placement dependent on experience and geographic location.
• Health care coverage.
• Dental coverage.
• Vision plans.
• 401(k) benefits.
• Commissions and/or incentive compensation, depending on role and eligibility.
• Opportunity to work in a global, technology-driven environment.
• Exposure to international customers, partners, logistics, trade compliance, and cross-functional operations.
• Individual-contributor role with opportunities to demonstrate leadership through influence and mentoring.
• Commitment to an inclusive and equal-opportunity workplace.
• Reasonable accommodation support throughout the recruitment process for qualified applicants with disabilities.