RESOLUTION SPECIALIST

Resolution Specialist The Resolution Specialist is responsible for researching, analyzing, and resolving escalated customer concerns, order discrepancies, and addressing internal blocks on non-installation related orders. This role serves as a key point of contact between customers and internal departments to ensure timely and accurate resolution while maintaining high levels of customer satisfaction and overseeing the execution of customer projects. Who You Are & What You'll Do: Research, analyze, and resolve escalated customer concerns and order discrepancies in a timely and accurate manner. Identify and address internal blocks affecting non-installation-related orders. Serve as the primary liaison between customers and cross-functional internal departments to facilitate effective communication and resolution. Oversee the execution and progression of customer projects to ensure alignment with timelines and requirements. Monitor non-installation orders proactively to identify risks and delays. Maintain documentation within SAP of investigations. Analyze trends in escalations to identify root causes and recommend proactive solutions. What You'll Need to Succeed: High school diploma or equivalent required; additional post-secondary education preferred.3-5 years experience supporting key customer accounts or managing customer-impacting projects. Experience addressing escalated customer issues and complex orders discrepancies. Professional English Reading, Writing, Speaking, and Listening Takes ownership and accountability for finding resolutions. Quickly analyzes complex situations, identifies root causes, and implements effective solutions. Demonstrates strong organizational and time management skills. Remains composed and professional in highly escalated or high visibility concerns. Ability to address multiple high-priority tasks and escalations while maintaining attention to detail. Communicate effectively with customers and internal departments as needed to oversee projects and resolving complaints. Ability to multitask, prioritize, and work in a fast-paced environment. Comfortable with ERP and CRM platforms. Proficient in using office equipment. Ability to sit or stand for extended periods which working at computer. Frequent use of a computer and prolonged screen viewing.

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