Order Resolution Specialist

CXtec is a dynamic and innovative company specializing in lifecycle IT management. We help customers build, upgrade, support and decommission their IT infrastructure in an environmentally friendly way. We are committed to delivering exceptional products and services to our customers.

We are looking for an Order Resolution Specialist to provide superior customer service to all departments by managing the fast-paced order services lifecycle. In this role you will organize and facilitate all sales support and resolution functions to include processing customer transactions, handling order inquiries and resolving support issues to help deliver an outstanding customer experience.

The hourly pay range for this position is $20.25 - $23.60. The actual hourly rate offered will vary based on applicant’s relevant skills, education, experience, certifications and geographic location as well as other business and organizational needs.

This position is located in either Syracuse, NY or Norcross, GA and requires onsite work.

What you'll be doing:

• Entry of buy deals into system.
• Run inventory reports for the Product Managers.
• Help resolve invoicing problems with accounting.
• Communicate closely with the Product Management team on inbound buy deals.
• Save Deal Copy related files to system (EIS).
• Arrange packing materials for End User customers from the warehouse and shipping labels when needed for buy deals.
• Coordinate communication with the Product Management team when product arrives. Highlight red-dot product for sales and order support.
• Generate the product forecast report for the sales team and Product Managers.
• Work directly with the customer to reconcile expected vs. received product on buy deals.
• Be the liaison between internal teams for prioritization and workflow of End User Buys.
• Obtain vendor RMAs and coordinate returns with the warehouse.
• Process customer account merges in the system.
• Relay final payment status to the customer.
• Monitor and work in the exception queues.
• Troubleshoot, and when necessary, escalate advanced issues and transactions to appropriate team member.
• Interact with Sales regularly to correct order problems, clarify order details or assist in the ordering process.
• Evaluate, approve and, if necessary, escalate Credit Memo requests.
• Facilitate purchase agreements for used equipment from customers and prospects.
• Communicate with sales reps and customers on status of purchasing and production process.
• Coordinate proper shipping and logistics of equipment to our facilities.
• Ensure proper delivery dates are noted within the system and shipped as requested. Constantly monitor and update system progress to reflect any changes.
• Assume additional responsibilities as required, including but not limited to interdepartmental cross training.

What we're looking for:

• Associate degree preferred.
• 2 years of relevant customer service experience required.
• Proven track record of accountability and accuracy.
• Demonstrated commitment to providing the highest level of customer satisfaction.
• Strong communication skills, responsibility and ownership, organization, and problem-solving skills.
• Demonstrate initiative and decision-making skills, independent judgment, ability to multitask in a fast paced and changing environment.
• Must possess a positive attitude and be able to work in an open team environment as well as independently.
• Proficient in MS Office.
• Oracle experience a plus.

What we offer:

• Health insurance and prescription drug coverage
• Dental and Vision insurance
• Company-paid life insurance and voluntary life options
• Company paid short and long-term disability
• Critical illness, accident and hospital indemnity insurance
• Flexible spending accounts
• Pet insurance
• Traditional and Roth 401(k) retirement plan with company match
• Tuition reimbursement and Employee Assistance Program
• Paid vacation, sick/personal days and holidays

As a condition of employment, upon offer, candidates will be required to participate in a background check and complete a pre-employment drug screen.

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, religion, sex, sexual orientation, protected veteran or military status, disability, marital or familial status, domestic violence victim status, gender identity or expression, criminal history, citizenship, immigration status or any other legally protected class.