Partner Care Specialist - open to anywhere in US

Job Summary

The Customer Care Specialist II delivers outstanding service to Q-SYS partners, customers, and internal sales teams by executing order entry, managing partner communications, and maintaining data accuracy throughout the order-to-cash cycle. As the front line of Q-SYS's customer-obsessed culture, the Customer Care Specialist II ensures that every partner interaction is handled with speed, professionalism, and precision.

This role builds foundational expertise in order management, cross-functional collaboration, and systems navigation — including Oracle ERP, Salesforce/CPQ, Power BI, and Five9. The Customer Care Specialist II acts as a liaison between the partner/customer and the company, delivering exceptional service to the internal Sales team, Q-SYS partners, and end customers. The successful candidate manages multiple concurrent tasks with urgency and accuracy, and is committed to building trusted relationships with the Sales team, partners, and clients. This role forms the development foundation for growth into Customer Care Senior Specialist and beyond.

Key Tasks & Responsibilities (Essential Functions)

Customer Support & General Requirements

•             Monitor assigned case and email queues; meet or exceed department SLAs consistently.

•             Provide accurate information regarding order status, product availability, tracking, RMAs, and credits.

•             Answer or return calls promptly; ensure clear, positive communication with customers and Sales.

•             Maintain accurate partner data in Oracle and Salesforce (addresses, contacts, freight preferences, etc.).

•             Set customer expectations proactively and consistently throughout the order lifecycle.

•             Work directly with partners/customers on Purchase Order requirements, compliance documentation, and order discrepancies.

•             Identify products and services by item number/name, pricing, availability, replacement suggestions, sub-parts, tracking numbers, invoices, credits, and RMAs.

Order Management & 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.

•             Participate in cross-territory coverage rotation as assigned to build cross-pod fluency.

•             As needed, support domestic and international customer requirements, including export and commercial documentation.

•             Process repair orders and spare parts orders in addition to standard purchase orders.

Sales Support & Quote Management

•             Act as the outside Sales rep’s single point of contact to internal business departments.

•             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 and Supervisor.

•             Participate in regional QBRs for key accounts; coordinate with Sales team on agenda, content, and support requirements.

Team Engagement & Continuous Learning

•             Participate in team huddles, training sessions, and required corporate courses (AmplifyU, compliance).

•             Collaborate with Customer Care Senior Specialists and Supervisors to learn complex processes, order types, and system workflows.

•             Develop familiarity with operational reporting tools, including Power BI dashboards, to track order volume and performance trends.

•             Contribute ideas for process improvement and support departmental initiatives.

•             Complete at least one cross-territory shadow or coverage rotation within the first 18 months to build organizational agility.

•             Embody a customer-obsessed and owner’s mindset in every interaction.

Skills and Minimum Experience Required

Technical Skills

• Proficiency with Microsoft 365 (Outlook, Excel, Word, Teams).
• Basic knowledge of Oracle ERP and Salesforce for order entry and case management.
• Proficient in EDI order processing.
• Exposure to Power BI or equivalent operational dashboards preferred; willingness to develop reporting literacy required.
• Strong typing accuracy and data entry skills (≥ 98% order entry accuracy target).

Core Competencies

• Strong attention to detail and commitment to accuracy.
• Excellent written and verbal communication skills.
• Ability to prioritize and manage multiple concurrent tasks with urgency.
• Collaborative team player who values dependability and supporting others.
• Customer-obsessed mindset; approaches every interaction with care and ownership.
• Eager to learn new systems and grow into increasingly complex responsibilities.

Minimum Tenure for Customer Care Senior Specialist Promotion Consideration:

Typically 18 months in the Customer Care Specialist II role with demonstrated mastery of core order-to-cash workflows, cross-territory coverage participation, and a documented development conversation with Supervisor. Exceptional performers with documented evidence may be considered earlier.