Customer Support - Resolution Specialist

About the role

ID Technology is seeking a Customer Support - Resolution Specialist to support the resolution of escalated cases related to customer complaints, label concerns, replacement needs, credits, returns, and related follow-up activity. The role works closely with customer service, operations, quality, suppliers, and other internal stakeholders to help move escalated matters to closure.

Responsibilities

• Manage customer issue resolution by coordinating, tracking, and following up on escalated customer complaint cases through completion.
• Communicate customer issue and service status updates to internal stakeholders and, when needed, directly to customers to support timely resolution.
• Submit and manage claims and issue resolutions related to customer orders, including follow-up with appropriate internal and external contacts.
• Support account access and create shipments as needed to assist with order resolution and service requirements.
• Create, log, and maintain packing slips and tracking information to ensure accurate shipment records and visibility.
• Receive product into inventory and ensure related records are updated accurately.
• Issue product out of inventory and maintain appropriate documentation for inventory movement.
• Create commercial invoices and maintain the documentation needed to support compliant shipments and customer order processing.
• Coordinate the disposition of defective and malfunctioning label products in partnership with the designated quality group.
• Perform other related duties as assigned to support the ongoing needs of the business.

Requirements

• High school diploma or GED required; additional education in business, customer service, manufacturing, quality, or related field preferred.
• Minimum of two years of experience in customer service, complaint resolution, returns, production support, manufacturing, distribution, quality support, or a related environment.
• Experience handling escalated issues, customer complaints, credits, returns, replacements, documentation, or cross-functional follow-up preferred.
• Experience with QT9, ERP systems, CRM tools, Microsoft Office, or similar business systems preferred.
• Strong organization, documentation, follow-up, problem-solving, and communication skills.
• Ability to work effectively with internal teams, customers, suppliers, and employees at all levels of the organization.
• Ability to manage multiple open items, prioritize appropriately, and escalate concerns when resolution is delayed or additional support is needed.

Benefits

• Comprehensive medical and dental programs.
• Life insurance.
• Generous paid time off program.
• Retirement savings plan with a company match.
• Immediate eligibility for benefits on the first day of employment.

ProMach offers an open, communicative environment that fosters individual initiative and growth opportunities. We pride ourselves in being a company where people are happy and choose to build a career.