Customer Resolution Specialist I - $37-57K - Remote

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.


NOTE: Employer will consider a remote location for this position in CONUS and Hawaii, but the following states are excluded for remote positions: Alaska, Kentucky, Maine, Maryland, Missouri, Nebraska, Oregon. 

Work location: This position may be based anywhere in the United States, with the above exceptions. 

Job Summary

The Customer Resolution Specialist is esponsible for supporting all channel customers by providing exemplary order entry support. Responsibilities include, but are not limited to: order entry, order management, intake of all customer inquiries, and resolution of any small task, regardless of domain.   Candidate should continually seek opportunities to broaden customer relationships by ensuring customer requirements and expectations are exceeded.

Key Tasks & Responsibilities (Essential Functions)

Internal Agency:

Provides standard target pricing when requested
Provides internal crossover support when requested
Receives customer purchase order (PO) and works with customer or internal quoting team to clarify material, pricing, or other information prior to entry, if needed.
Entry of customer purchase order (PO) into Acuity order management system.

Order Management:

Support basic level order management after entry through activation
Monitor orders for exceptions and holds to ensure orders are activated, produced and shipped in a timely manner
Monitor assigned customer orders proactively to ensure delays are communicated
Act as liaison/translator between internal partners and customer

Intake:

Point of contact for the entire CX Org to act as navigator for customer
Collect and document details for easy transition to other departments, ensuring a customer does not have to repeat information
Submit RFA/Claim/CFA form (etc.) on behalf of the customer per company policy 

Company Initiatives:

Active contributor in annual initiatives to increase the industry service level
Active contributor in annual initiatives to improve team productivity

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