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Enter and manage customer purchase orders, monitor order progress and exceptions, and communicate delays to customers. Serve as a customer point of contact by gathering and documenting inquiries, coordinating with internal teams, and submitting customer forms as needed.
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
#LI-Remote
Skills and Minimum Experience Required
Associate’s Degree, Technical Degree or equivalent work experience
1+ years of relevant work experience in customer service or order management
Excellent communication and organizational skills
Computer skills - proficiency with Microsoft Office tools and technical aptitude to learn new software tools.
Ability to work both independently and as a team player who can contribute to an inclusive environment.
Analytical and problem solving skills - able to identify critical situations and use good judgment to respond in a timely manner
Consults appropriate stakeholders before making critical decisions
Customer-focus and assertiveness in driving actions required to create a superior service experience for the customer.
Travel Requirements
1-20%
The range for this position is $37,100.00 to $57,200 USD. Placement within this range may vary, depending on the applicant’s experience and geographic location.
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