Partner Care Specialist

Job Summary

The Partner Care Specialist II (PCS II) plays a pivotal role in ensuring a seamless partner experience from order entry through fulfillment. As a senior member of the Partner Care Services (PCS) team, this role serves as both a subject-matter expert and territory point-person, bridging the gap between Sales, Credit, Planning, and Logistics to accelerate revenue capture and elevate customer satisfaction.

The PCS II manages high-value and complex partner accounts, mentors PCS I team members, and drives continuous improvement across systems and processes. This role embodies the QSC values of customer obsession and owner’s mindset by anticipating needs, resolving issues with speed and accuracy, and championing process innovation that improves the partner journey.

Key Tasks & Responsibilities (Essential Functions)

Territory Leadership and Customer Success 
•    Provide regular backlog updates, open-order visibility, and quote-to-order conversion data.
•    Serve as primary for a key region, a territory, key cusutomer, and/or enterprise-level partners. 
•    Sales single point-of-contact and first escalation point from PCS I.
•    Manage complex inquiries, escalations, and RMAs that require cross-functional coordination. 
•    Proactively identify and resolve issues before escalation to Sales.
•    Set customers expectations, always and often.
•    Align order processing priorities with regional revenue plans.
•    Assist Sales in tracking and updating quotes within Salesforce/CPQ. 
•    Provide documentation support (invoices, acknowledgements, credit requests). 
•    Collect Voice-of-Customer (VOC) feedback and share recurring themes with the team.
•    Work directly with partners/customers on meeting Purchase Order requirements or other compliancies and documentation. Effectively identify products and services by item number/name, pricing, availability, replacement suggestions,sub-parts (service parts), as well request for tracking numbers, invoices, credits, RMAs, etc.
•    Participate in regional QBRs for key accounts. Coordinate with Sales team on agenda, content and support requirement

Order Management and Backlog Management
•    Enter orders in Oracle ERP with ≥ 98 % accuracy, verifying pricing, part numbers, and terms.
•    Follow established SOPs for order exceptions, credits, and returns.
•    Collaborate with Sales, Credit, and Logistics to resolve hold issues or missing information. 
•    Monitor backlog daily and proactively communicate delays or changes to customers.

Mentorship and Process Improvement 
•    Support onboarding and skill development of PCS I team members. 
•    Author and update SOPs, job aids, and process documentation. 
•    Lead or participate in cross-functional pilot projects (automation, backlog optimization, quote accuracy). 
•    Provide peer coaching and serve as a point of escalation for PCS I reps.

Minimum Skills and Experience

• B.A. or B.S. degree in Business Management or equivalent work experience in Customer Service.
• Minimum 4 years of customer service and order processing experience in a fast-paced environment.
• Experience with ERP/CRM systems (Oracle, Salesforce, or equivalent).
• Exposure to sales operations or manufacturing/distribution environments preferred.
• Leadership skills and emotional intelligence required
• Proven track record managing strategic or enterprise accounts and resolving complex customer issues.
• Demonstrated collaboration with Sales, Credit, Planning, and Logistics functions.
• Proficiency with Microsoft 365 (Outlook, Excel, Word, Teams).
• Advanced knowledge of ERP, CRM, and EDI tools for order entry and case management.
• Strong time management skills.
• Operates under general supervision with clearly defined procedures.
• Deep understanding of order-to-cash and backlog management processes.
• Exceptional written and verbal communication skills with ability to simplify complex information.
• Strong analytical, decision-making, and problem-solving skills.
• Ability to de-escalate issues and deliver solutions with composure.
• Excellent time management and prioritization in fast-paced environments.
• Demonstrated leadership, mentoring, and influence without authority.
• “Owner’s mindset” – proactive, accountable, and continuously improving.
• “Customer-obsessed” – advocates for the partner’s experience at every step.