Customer Solutions Specialist

Last date to apply: We are continuously accepting applications

Are you ready to be the heartbeat of customer success? Husqvarna Construction in Olathe, KS is seeking a dynamic Subject Matter Expert to lead with purpose in our Customer Solutions Department. This role is all about building strong customer relationships, supporting our frontline representatives, and stepping in with confidence when special handling is needed.

You’ll be the go-to expert for urgent customer requests, a strategic partner to management in identifying growth opportunities, and a key player in special initiatives like leasing orders and promotional processing. Whether backing up call queues or driving department-wide improvements, you’ll bring energy, precision, and a passion for delivering exceptional service.

RESPONSIBILITIES

Case Processing (60%)

Own and manage the end-to-end processing of GAF (Great American Finance) orders with accuracy and urgency

Collaborate cross-functionally with internal departments to ensure seamless customer experiences

Leverage deep product knowledge to make informed recommendations that align with customer needs

Deliver clear, confident technical guidance on product functionality and website navigation

Respond promptly and professionally to customer and sales rep inquiries via email

Efficiently retrieve and distribute invoices and packing lists upon request

Lead real-time customer engagement through proactive management of the Customer Service Chat platform

Serve as the primary point of contact for high-volume distribution customers, ensuring tailored support

Provide backup coverage for phone queues, maintaining service continuity during peak times

Administrative (15%)

Maintain high-quality CRM data by documenting detailed, accurate records of all customer interactions

Perform ongoing account maintenance to ensure CRM reflects current and actionable customer information

Support customer account updates and changes with precision and timeliness

Issue Resolution (25%)

Drive resolution of open cases within the CRM system, ensuring timely and effective outcomes

Partner with customers to resolve mis-shipments and restore satisfaction

Communicate customer or territory-specific challenges to assigned Sales Representatives for alignment

Collaborate on back-order resolution strategies to minimize disruption and enhance customer trust

Lead the chat‑based customer solutions function by managing daily operations, ensuring prompt and accurate issue resolution while also delivering a consistently high‑quality customer experience.

COMPETENCIES

Position-specific Competencies

Excellent attention to detail to ensure accuracy of work

Maintaining complete, accurate records utilizing appropriate systems

Working cooperatively within a team environment

CRITICAL FUNCTIONAL SKILLS & KNOWLEDGE

Solid working knowledge of a call reporting management (CRM) system

Solid working knowledge of phone systems

Ability to read schematics and illustrated parts list

Solid ERP system knowledge

Working product knowledge

Solid knowledge of Microsoft Office products, specifically Excel and Word

EDUCATION & EXPERIENCE

High school degree or equivalent

Excellent English verbal and written communication skills

At least 2-3 years' experience as a Customer Solutions Representative

Husqvarna Construction is a part of Husqvarna AB. We are a world leader in the construction and stone industries. Founded in 1689. Our extensive construction product range includes machines, diamond tools and all accessories that you need for cutting, sawing and drilling, as well as polishing floors. The stone product range is comprised of a variety of different diamond tools for quarries and the stone processing industry. We are located in Olathe, Kansas.