Customer Service Specialist

The Essity Order Administration & Customer Service Team is currently seeking a Customer Service Specialist. This is a hybrid role & will be based in our office in Charlotte, NC.

About the Role

The Customer Service Specialist serves as a trusted customer owner, escalation resource, and process improvement partner within Customer Service. This role provides superior service as a primary point of contact for customers, sales partners, and internal stakeholders while managing complex inquiries, account needs, order-related issues, complaints, exceptions, returns, credits, remakes, and cross-functional follow-up. As automation and digital tools reduce repetitive manual work, the Specialist reinvests capacity into proactive customer communication, root-cause resolution, digital adoption support, service reliability, and continuous improvement.

The role represents Essity in a positive, professional, and customer-centric manner, helping make the company easier to do business with through timely, accurate, consistent, and connected support across phone, email, digital ordering, portal, CRM, SAP, and other service channels.

What You Will Do

Customer Ownership and Service Delivery

· Serve as a knowledgeable and professional point of contact for assigned customers, accounts, sales partners, and internal stakeholders.

· Respond to customer inquiries through phone, email, fax, internet, portal, CRM, and other available channels with speed, accuracy, and ownership.

· Foster strong customer relationships that support retention, customer satisfaction, trust, and positive Net Promoter Score outcomes.

· Educate customers on products, ordering options, warranty information, returned goods policy, service expectations, account processes, and available self-service tools.

· Set clear expectations, provide timely updates, and ensure customers receive consistent information across channels.

Order Management and Account Administration

· Enter, review, and manage customer orders in applicable systems, verifying product description, quantity, pricing, shipping, billing, account, and delivery information.

· Validate order accuracy and contact customers or internal partners as needed to prevent rework, incorrect shipments, delayed orders, credits, returns, remakes, or customer dissatisfaction.

· Monitor order status, backorders, delivery blocks, pricing exceptions, availability constraints, allocation issues, and other service-impacting conditions.

· Provide customers with alternatives or next-best options when products are unavailable, delayed, substituted, or subject to exception handling.

· Process marketing samples, sales samples, and other specialty orders according to correct coding, account assignment, approval requirements, and business rules.

Escalation, Exception, and Issue Resolution

· Own complex or escalated customer issues requiring judgment, cross-functional coordination, follow-through, and timely resolution.

· Research discrepancies using SAP, CRM, order management tools, customer history, account records, delivery information, invoice details, and other available resources.

· Coordinate resolution of billing questions, credits, returns, complaints, remakes, deductions, delivery issues, product concerns, and service claims.

· Partner with sales, supply chain, logistics, distribution, demand planning, pricing, quality, product support, finance, and other internal teams to resolve customer-impacting issues.

· Ensure smooth handoffs when specialized investigation is required, while maintaining accountability for customer communication and closure.

Digital Enablement and Customer Adoption

· Support customers and sales partners in adopting digital tools, self-service options, eShop ordering, portals, automated order submission, and other technology-enabled service channels.

· Use customer knowledge, order patterns, exception trends, and recurring issues to identify where automation, AI, workflow tools, or process changes can reduce manual effort and customer friction.

· Promote a seamless omnichannel experience by helping customers receive consistent support regardless of how they engage with Essity.

· Encourage routine needs to move through the most efficient channel while preserving human ownership for urgent, unclear, complex, or high-impact situations.

Process Improvement and Continuous Improvement

· Identify recurring issues, process breakdowns, avoidable rework, order defects, rerouting, and friction points that impact customers or internal efficiency.

· Recommend practical improvements, standard work, job aids, knowledge content, training refreshers, or system enhancements that improve reliability and reduce manual effort.

· Participate in process reviews, special projects, customer experience initiatives, and cross-functional improvement efforts.

· Support service quality, accuracy, productivity, backlog reduction, queue performance, first-contact resolution, and other operational goals.

· Maintain accurate documentation, case notes, account records, and reference materials in accordance with department standards.

Team Support, Training, and Leadership Behaviors

· Serve as a resource for Customer Service Representatives and peers by answering questions, sharing knowledge, supporting training, and modeling professional service behaviors.

· Assist with onboarding, peer mentoring, skill development, process reinforcement, and adoption of best practices as needed.

· Support daily monitoring of work queues, order queues, phone activity, cases, service priorities, or other workload indicators when requested.

· Demonstrate accountability, adaptability, collaboration, customer focus, and continuous learning as the CSR role evolves toward more proactive and consultative service.

· Perform other duties as required to meet department, customer, and business goals.

Who You Are

· Associate degree, bachelor’s degree, or equivalent customer service, order management, healthcare, commercial operations, or business experience preferred.

· Prior customer service, order management, account support, claims, returns, billing, logistics, or related experience preferred.

· Experience using SAP, CRM systems, Microsoft Office, email, spreadsheets, order management tools, customer portals, or similar business applications preferred.

· Strong verbal and written communication skills with the ability to explain issues clearly, professionally, and customer-centrically.

· Demonstrated accuracy, attention to detail, follow-through, time management, and ability to manage multiple priorities in a fast-paced environment.

· Ability to research issues, resolve discrepancies, interpret business rules, and make sound recommendations within defined guidelines.

· Comfort using digital tools and learning new systems, workflows, automation, AI-enabled tools, and reporting resources.

What We Can Offer You

At Essity, we believe every career is as unique as the individual and empower employees to reach their full potential in a winning culture motivated by a powerful purpose.

Compensation and Benefits:

Expected Compensation

Competitive annual salary + annual incentive bonus + benefits

Pay offered may vary depending on multiple individualized factors such as knowledge, skills, and experience.

Along with competitive pay you will be eligible for the following benefits:

• •United Healthcare PPO / EyeMed Vision Insurance / Delta Dental Insurance
• •Wellness program provided through Rally
• •Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• •401(k) with employer match and annual employer base contribution
• •Company paid Basic Life, AD&D, short-term and long-term disability insurance
• •Employee Assistance Program
• •PTO offering with Paid Holidays
• •Voluntary benefits to include: critical illness, hospital indemnity, and accident insurance
• •Employee discounts program
• •Scholarship program for children of Essity employees.

Collaborative