Customer Care Specialist

At Door Controls USA, we are always on the lookout for passionate individuals who thrive in dynamic environments. We seek team members who are dedicated to excellence & innovation in the automatic & manual door industry. Ideal candidates should bring a blend of technical skills, customer-focused attitudes, & a willingness to learn & grow with us. Whether you're an experienced professional or just starting out, we offer opportunities to build a rewarding career within a supportive & inclusive workplace. Guided by our mission of Opening Doors for Generations & grounded in our core values—Together We Thrive, Do What You Say, Do the Right Thing, Better Every Day, and Get'er Done—we strive to make a lasting impact for our customers & communities. Join us in delivering high-quality solutions & services to our customers nationwide. Benefits Package Offered for full-time employees: Medical Dental Vision Accidental Insurance Critical Illness Supplemental Life Insurance Short Term Disability Long Term Disability 401K + Company Match Legal Shield Position Summary The Customer Care Specialist (CCS) is responsible for resolving customer concerns and protecting the overall customer relationship. This role serves as the primary point of contact for customer complaints and escalations, ensuring timely and effective resolution both externally with the customer and internally across departments. The CCS functions as a cross-functional bridge between Sales, Operations, and internal teams, driving alignment, accountability, and closure while identifying root causes and supporting continuous improvement. This role requires strong alignment with DCU's core values, including ownership, transparency and commitment to doing what's right for both the customer and the company. Key Responsibilities Serve as the primary point of contact for all customer complaints and escalations Own customer issues from intake through verified resolution Investigate and resolve issues by coordinating with internal departments Translate customer concerns into actionable internal direction Ensure timely follow-up and closure of issues Identify root causes and drive cross-functional resolution Maintain accurate documentation of all interactions and outcomes Identify trends and escalate systemic issues Support continuous improvement initiatives Maintain relationships through clear and concise communication. Accountability & Ownership Own customer issues from intake through confirmed resolution Ensure resolution timeliness aligned with expectations Escalate cross-department or delayed issues Contribute to reduction in repeat complaints Maintain complete and accurate documentation Ensure feedback loops for continuous improvement Authority Authorized to escalate unresolved issues to leadership Empowered to drive cross-department alignment Role Alignment Sales = Owns customer expectations and commitments Operations = Owns execution and delivery CCS = Owns issue resolution, alignment, and relationship protection Required Skills & Competencies Excellent communication (written and verbal) Strong problem-solving and analytical skills Ability to manage multiple priorities Proficiency in Microsoft Office, BC, and D365 Strong typing and data entry accuracy Ability to work independently and in a team Education & Experience High school diploma or equivalent Minimum 5 years in automated door industry Customer service or complaint resolution experience preferred Physical Requirements Prolonged sitting and computer use Ability to lift up to 15 pounds occasionally