Customer Relationship Management Specialist

Reporting to the Director, Customer Service, the Customer Relationship Management Specialist plays a critical role in enabling a high-performing, customer-focused service organization by combining operational coordination, customer issue resolution, analytics, and continuous improvement. This role serves as both an operational lead and analytical partner within Customer Care—supporting daily floor execution, managing complex customer inquiries, leveraging data to optimize performance, and driving process and technology improvements that enhance the customer experience. Primary Duties Serve as a day-to-day lead contact for Customer Care operations, supporting associates with guidance, issue resolution, and task prioritization. Handle complex customer complaints and inquiries, ensuring ownership, follow-up, and full resolution. Coordinate and optimize daily workflows including call queues, schedules, attendance, and resource allocation. Act as subject matter expert for CRM platforms (e.g...