Customer Resolution Specialist

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Customer Resolution Specialist
Full‑Time, North Carolina, United States

Enjoy a competitive compensation package.

Full benefits package that includes Education Reimbursement and 401k (with match).

Optional - Work remotely from home for added flexibility.

Job Summary
Process and resolve claims concerning customer dissatisfaction with products.

Essential Functions

Receive claims calls from customers.

Establish and maintain claims files.

Investigate claims requests and establish determination of responsibility for the problem.

Enter and update related data into the computer system.

Undertake further research.

Prepare written correspondence.

Follow up with parties involved.

Discuss claims problems with outside suppliers or internal Geiger associates.

Collaborate with sales partners, customers, and others involved to determine responsibility.

Negotiate sharing of charge reduction where appropriate.

Negotiate discounts or reruns with vendors.

Follow through until the rerun ships or the credit is received.

Offer solutions and options to satisfy customers and maintain continued business relationships.

Request and/or prepare debit and credit memos.

Prepare revised or supplemental billings resulting from claims processing.

Prepare new orders for replacement goods.

Follow up for shipping information and processing of cost involved.

Recalculate sales and commission.

Perform routine clerical duties such as mailing returned items to suppliers for review.

Perform other related duties as assigned.

Education and Experience

Knowledge of product information and overall business knowledge including customer service, order processing, order expediting, sales service, accounts payable, accounts receivable, and profitability a must.

Two years of experience in customer relations and/or claims activities.

Very strong in Communications, Negotiation and Math

Physical, Mental and Environmental Requirements
Physical Requirements

Prolonged periods of sitting at a desk or computer

Typing and using a computer keyboard for extended periods.

Answering phone calls and communicating with customers via email.

Mental Requirements

Ability to concentrate for extended periods of time paying close attention to detail.

Ability to handle multiple tasks simultaneously and manage time effectively.

Working indoors in a typical office environment

Use of standard office equipment such as computers, phones, and printers.

Interaction with team members and possibly occasional interactions with customers in person, via phone, or email.

Certification Requirement

Industry certification at the CAS (Certified Advertising Specialist) level.

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