Customer Care Specialist In Office

Global Electronics Association, the global trade association for the electronics manufacturing industry, seeks a CUSTOMER SUPPORT SPECIALIST (CSS). The CSS provides service and support for customer and member orders, membership, and technical support. Ensure a high level of customer satisfaction. Educate customers about products and services and cross-sell. Guide customers to online resources. Monitor issues, provide necessary follow-up, and maintain consistent service. Phone Support Apply product, service, and policy knowledge to address caller questions, complaints, and issues. Deliver prompt, accurate solutions that make customers and members feel valued. Listen, clarify, and de-escalate upset customers and members. Order Processing Resolve backorders, coordinate fulfillment, and update customers on ship dates. Resolve shipping issues, including customs and invalid accounts. Verify quality complaints and report them to fulfillment. Approve web orders within the expedited SLA.Document order status in case notes. Case Management and Technical Support Verify and update customer records before processing transactions, creating records when needed. Report website issues and submit helpdesk tickets. Research credit holds and advise customers. Follow up on assigned cases using documented procedures. Build trust with customers, members, and internal teams. Recommend products and services that meet customer needs. Resolve inquiries or escalate them to the support lead or colleagues. Certification Support Support IPC trainers, training centers, and individuals. Help customers with certification, training, and testing platforms. Meet trainers' urgent needs during classes. Resolve exam and grade issues for students and trainers. Resolve tickets with accurate certification and training guidance. Resolve customer certification issues. Correct certification data and sync exam funds as needed. Membership Support Answer membership questions by email and phone. Explain benefits, recommend membership options, and support member resources. Support management, teams, and assigned projects. Support APEX EXPO and other events as needed. Represent the customer's voice on cross-functional teams. Training for the first 3 months will be 8am – 5pm. High school diploma or equivalent. At least 3 years of customer service experience. Extensive knowledge of IPC standards (training provided).Strong Microsoft Office and CRM software such as Salesforce, NetSuite, or Microsoft CRM skills. Proficiency with standard office equipment, including headsets, phones, and computers. Customer service certification or related education. Order and financial transaction processing experience. NetSuite or Salesforce experience. The Association has a hybrid work environment, with one day per week in the Bannockburn, IL office. The pay range for this position is $25+ per hour. The Association considers education, experience, internal equity, and other qualifying criteria to determine starting payrates. org Subject line should say: CSSSince 1957, we've supported the growth and success of more than 3,000 member companies across the electronics supply chain, from design and printed boards to advanced packaging, assembly, and testing. As a member-driven organization, we deliver internationally recognized standards, trusted certification programs, workforce education, market intelligence, and public policy advocacy to strengthen and advance the global electronics ecosystem. Our mission is to enable better electronics for a better world through smarter collaboration, resilient supply chains, and shared innovation. With global headquarters in Bannockburn, Illinois, the Global Electronics Association has operations in Belgium, China, Germany, India, Japan, Korea, Malaysia, Mexico, Taiwan, and the United States and a presence across dozens more countries to support its members.