Resolution Analyst

When Alfred Fain founded a small Rhode Island tire store in 1924, no one could have predicted how Teknor Apex would become an international custom compounder sought out by companies around the world. After a nearly hundred-year journey that’s carried us through acquisitions and expansion, we now have nine U.S. locations, as well as operations in Belgium, Singapore, Germany, and China. Throughout this global expansion Teknor has remained a privately held company, and today Fain’s grandson sits at the helm, maintaining the family’s tradition of fostering deep employee and customer relationships. These relationships are what allow us—together—to deliver customized compound solutions and help our customers create better products.

About the role

In this role, the Resolution Analyst is responsible for research and resolution of issues related to customer transactions resulting in Deductions, Credits, Returns, Customer Complaints, and Freight Claims. They must communicate with sales management, customer service representatives, and work with various divisions and personnel to ensure accurate and timely resolution. They also provide solutions, reporting, and associated administrative support for system issues to internal and external customers. This position works with all global regions and businesses and interacts with plant locations at all levels and locations.

Responsibilities

• Investigate and resolve deductions, credits, product returns, customer complaints, freight claims, and other transaction-related issues with accuracy and urgency.
• Own issue resolution from research through completion, ensuring timely communication, documentation, and follow-through.
• Partner with Sales, Customer Service, Credit, Accounting, Logistics, Shipping, and plant teams to identify root causes and implement effective solutions.
• Manage credit and return transactions while ensuring compliance with company policies, procedures, and customer requirements.
• Analyze data, audit transactions, and provide actionable recommendations that improve accuracy, efficiency, and customer experience.
• Develop, maintain, and distribute Cognos reports and other analytical reporting to support decision-making and business performance.
• Administer the corporate complaint management system (CCAR) and serve as the primary resource for training, troubleshooting, and user support globally.
• Maintain Customer Service Disaster Recovery documentation and support business continuity initiatives.
• Provide reporting, administrative support, and solutions for system-related issues impacting internal and external customers.
• Support the design, testing, implementation, and enhancement of business processes, forms, software applications, and system upgrades.
• Create and maintain process documentation, procedures, and work instructions that support operational consistency and continuous improvement.
• Participate in cross-functional projects and business initiatives while leveraging deep process knowledge to drive sustainable improvements across the organization.

Requirements

• 2-4 years of experience in a Finance/accounting type role.
• Minimum education is a High School Diploma. College degree preferred but similar work experience will be considered.
• Analytic ability is required for calculations/conversions, selection of appropriate procedures, and to identify root cause and corrective action.
• Critical thinking is necessary to conduct research for credits, communicate with customers, and apply payments to the correct customer accounts and invoices.
• Ability to work in advanced spreadsheets and use tools such as Excel with an advanced level of experience.
• Ability to manipulate, analyze, and validate large amounts of data.
• Ability to provide in-depth analysis and clear direction.
• Ability to create and/or document processes and procedures.
• Must be able to communicate clearly and professionally in email communications.

Physical Requirements

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.
• Must be able to lift and carry up to 15 lbs.
• Must be able to talk, listen, and speak clearly on the telephone.