Resolutions Specialist

As a Resolutions Specialist, you will provide superior service and support directly to Imperial associates and customers. Resolve complex customer problems, process returns, and inquiries through a variety of service channels and satisfy the needs of Imperial's customers based on the set quality standards. Assist sales staff in meeting corporate revenue and growth objectives by supporting Imperial value add programs.

This is a Hybrid opportunity working Monday - Friday work schedule with NO NIGHTS and NO WEEKENDS! Immediate health, dental, vision; 12 hours of PTO for every full month worked (18 PTO per year). 6 paid holidays and 6% of annual earnings contributed to your retirement!

Specifically, you will:

Manage the returns process for all of Imperial's customers and provide direct outbound communication to these customers regarding their returns and reshipments.

Provide Imperial's customers with the best solutions; efficiently multi-task several requests at once, utilizing available tools and resources, for accurate documentation of return merchandise authorization, voice of customers, and order entry of replacement orders. Accountable for accurate and timely processing and identifying additional product that may be suitable replacement pieces.

Manage customer returns for MRO products via Grainger's SAP/SOE systems and ImperialTerm:

1. 1. Via Report Requester run the cu265 report to capture all open VOCs for MRO products that new entries and the ones that are pending resolution.
   2. Data entry of returns in SAP/SOE to accurately to record customer concern, carrier issues, defect, etc.
   3. Directly communicating with customers requiring a single point of contact for all inquiries and returns.
   4. Provide follow up with customers with additional information necessary to complete request in a timely manner.

Utilizing FedEx, UPS, and CH Robinson's web portals, issue parcel or LTL shipping labels/BOLs for return product for Imperial errors and send information directly to the customers.

Manage the Online Returns process by monitoring and processing requests via the cu042 dashboard, move them throughout the process, follow up on outstanding requests and gather the additional information needed to complete the customers ask of return for credit or reship.

Build strong relationships with internal and external customers by delivering a high level of quality service. Collaborate and communicate with other internal/external partners when needed to resolve complex customer returns or shipping issue.

Effectively manage multiple Outlook mailboxes to communicate amongst several departments as well as the customer to resolve customer concerns.

Contact freight carriers to track missing shipments providing updates to both the DAAs and customers. With the information obtained, take the next steps to either work with the carrier to get the shipment delivered, process a credit, or reship to satisfy the customer.

Summarize, analyze, and communicate return data to various stakeholders and leaders in multiple functional areas, including Customer Service, Transportation, Procurement, Inventory and DC Operations.

Work collaboratively and build strong relations with internal and external customers by delivering an elevated level of quality service. Collaborate and communicate with other internal/external partners when needed to resolve complex customer inquiries.

Ideal candidates will have professional written and verbal communication skills, possess a minimum of a high school diploma and strong computer skills, two years Imperial Customer Service or equivalent work experience.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one's employment. With this in mind, should you need a reasonable accommodation during the application and selection process, please advise us so that we can provide appropriate assistance.

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