Customer Solution & Claims Associate (Remote)

About the role

The Customer Solutions Associate serves as the primary point of contact and advocate for the customer and is responsible for optimizing orders while driving efficiency and minimizing waste throughout the end-to-end Order to Cash process flow. This position is remote; preference will be given to candidates who reside within the Tri-State area (New York, New Jersey, and Connecticut), Arlington, VA, or Solon, OH.

Responsibilities

• Demand Capture:
  • Capture incoming telephone and email demand from customers and ensure all required information is obtained to enable error-free order creation.
  • Create and categorize all types of interaction and feedback from customers, resolve if possible or assign to the appropriate team for resolution.
• Order Filter:
  • Regularly monitor open orders and ensure adherence to tasks and cadence.
  • Collaborate with customers or cross-functional business partners to resolve blocked orders within SLA, such as Accounts Receivables.
  • Optimize orders for logistical efficiency (e.g., maximize payload, grouping/splitting orders).
• Order Fulfillment:
  • Contact customers when required due to Out of Stock or Stock Allocation issues.
  • Collaborate with the Order Fulfillment team to resolve issues preventing delivery note creation (e.g., delivery block).
  • Contact customers and propose resolutions for issues identified post-delivery note due to Transportation or Warehousing issues (e.g., appointment scheduling, delivery delay, picking issues).
• Returns and Refusals:
  • Serve as the principal customer contact for capturing, creating, and registering all return requests.
  • Assess compliance of Return Requests according to Market Return Policy Conditions.
  • Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds.
  • Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit/debit value.
  • Coordinate destruction or donation of goods when physical return is not warranted.
  • Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing.
  • Analyze reasons for refusals and contact customers to propose mitigation actions to reduce/eliminate future occurrences.
• Billing:
  • Collaborate with Billing in the resolution of billing issues that require customer contact.
• Additional Responsibilities:
  • Collaborate with key stakeholders and business partners (such as CFSC, Sales, Logistics, COC) to ensure process quality aligns with business and customer needs.
  • Provide 360° visibility on the status of orders to customers and internal teams.
  • Apply appropriate root cause reason codes following global Reason Code Methodology.
  • Identify, analyze, and initiate the escalation process based on escalation criteria.

Requirements

• High school degree or GED required; Bachelor’s degree preferred.
• 2+ years of experience in Supply Chain preferred (e.g., Order Management, Distribution, Inventory Management, Transportation, Demand & Supply Planning).
• Availability/flexibility to work different shifts based on customer geography/time zone or 7-day operations.
• Must have reliable internet service provider with direct access to modem for ethernet connection (no Wi-Fi or hotspot allowed) if working from home, as well as a dedicated work area to handle customer calls and work equipment.

Skills

• Excellent written and verbal communication skills.
• Excellent analytical aptitude with a proven ability to analyze/interpret data.
• Well-organized, methodical thinker with excellent decision-making skills.
• Strong and creative problem-solving skills.
• Proficiency in Microsoft Office applications (e.g., Word, Excel, Outlook).
• Ability to work in a fast-paced environment and handle multiple priorities.
• Ability to work independently with minimal supervision.
• Strong Customer Service mindset and passion for delighting customers internally and externally.
• Demonstrates a strong desire to develop trust and long-term relationships.
• Proactively seeks continuous process and service improvements.
• Strong result-orientation.

Pay

The approximate pay range for this position is $45,000.00 to $55,000.00. Final compensation may vary based on factors including but not limited to knowledge, skills, abilities, and geographic location.

Benefits

• Performance-based incentives.
• Competitive total rewards package, including a 401k with company match and healthcare coverage.
• A broad range of other benefits (incentives and/or benefit packages may vary depending on the position).