Customer Care Specialist

Customer Care Specialist

Location: Atlanta, GA
Industry: Building Materials | Home Improvement | Retail + Ecommerce
Schedule: Full-Time

About the Opportunity

We are partnering with a rapidly growing building products supplier serving builders, contractors, renovators, and homeowners throughout the Southeast. With a strong presence in both retail and ecommerce channels, this organization provides doors, windows, cabinetry, and other home improvement products that support residential construction and renovation projects.

As growth continues, our client is seeking a highly organized and customer-focused Customer Care Specialist to own the post-sale customer experience. This is a high-touch communication role designed to ensure customers feel informed, supported, and confident from order placement through delivery and follow-up.

This is not a warehouse or logistics management position — it is a relationship-driven communication role centered on proactive updates, expectation-setting, and coordination across teams.

Position Overview

The Customer Care Specialist serves as the primary point of contact for customers after a sale has been completed. This individual is responsible for setting clear expectations, providing proactive updates, and maintaining consistent communication throughout the order lifecycle.

Success in this role requires strong communication skills, organization, and the ability to manage multiple active customer conversations simultaneously while maintaining professionalism and clarity.

Key Responsibilities

• Proactively communicate with customers after purchase to confirm order details, timelines, and next steps

• Set clear expectations regarding production timelines, shipping windows, delivery preparation, and installation readiness

• Provide consistent status updates throughout the fulfillment process, particularly when timelines shift or delays occur

• Serve as the central communication point for all post-sale questions and concerns

• Coordinate internally with sales, warehouse, and operations teams to gather order updates and relay accurate information to customers

• Conduct post-delivery follow-up to confirm satisfaction and resolve any concerns

• Request before-and-after project photos when applicable and encourage online reviews

• Document all customer interactions within internal systems to ensure visibility across departments

• Escalate operational or fulfillment issues to the appropriate team while maintaining ownership of customer communication

Qualifications

• Strong written and verbal communication skills — calm, professional, and confident in setting expectations

• Highly organized with the ability to manage multiple active orders simultaneously

• Comfortable navigating ecommerce and CRM platforms (experience with Shopify and HubSpot preferred)

• Experience in home improvement, construction supply, building materials, or related industries is a plus

• Customer-first mindset with the ability to navigate sensitive conversations professionally

The ideal candidate is proactive, structured, and empathetic — someone who understands that clear communication prevents problems and builds long-term trust.

What Success Looks Like

• Customers consistently feel informed and supported throughout the buying process

• Expectations are set clearly and early, reducing confusion and frustration

• Timeline changes are communicated proactively rather than reactively

• Customer satisfaction improves, leading to increased positive reviews

• Sales and operations teams experience fewer escalations due to strong communication and expectation management