What are the responsibilities and job description for the Resolution Specialist position at Tremco CPG Inc.?
Tremco Construction Products Group brings together Tremco CPG Inc.’s Commercial Sealants & Waterproofing and Roofing & Building Maintenance divisions; Tremco Barrier Solutions Inc.; Dryvit, Nudura and Willseal brands; Prebuck LLC; Weatherproofing Technologies, Inc.; Weatherproofing Technologies Canada and PureAir Control Services, Inc. Altogether, Tremco CPG companies operate 21 manufacturing facilities, 6 distribution sites, and 3 R&D/technology sites, and employ more than 2,700 people across North America.
GENERAL PURPOSE OF THE JOB:
The Resolution Specialist provides exceptional service to customers and sales representatives as it relates to expediting problems or issues and solving them in a quick manner. This position also handles the special colors for U.S. Customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Ensure all complaints are accurately recorded in the appropriate systems while following ISO and SOX required procedures.
- Utilize SAP to enter complaint information and supporting data, invoice and release credits, and update the status of complaints upon investigation completion.
- Complete initial complaint follow-up and attain missing data from Customer Service Representative (CSR) or Sales Representative
- Investigate complaints and service issues (i.e. incorrect invoices, freight charges, incorrect material or quantity, pricing and allowances) directly or by delegating to internal resources (shipping, pricing, technical, or quality) as appropriate.
- Follow-up with internal employees as needed to resolve complaints within targeted timeline.
- Obtain necessary approvals for returns and credits and process credits and debits in conjunction with Finance.
- Obtain and continuously enhance a broad knowledge of product lines, delivery time and similar data as required relating to the business units being served.
- Develop and maintain effective working relationships with team members, managers, and personnel in internal/external departments whose functions directly affect the service level to our customers.
- Possess a thorough understanding of all interfacing departments (credit, distribution, inventory control, etc.)
- Calculate claims submitted for customer specials and obtain approval for credits.
- Order supplies and maintain the filing system for backorders, pick slips, credits, etc.
- Complete monthly reports
EDUCATION REQUIREMENT:
High school diploma or general education degree (GED)
EXPERIENCE REQUIREMENT:
- Minimum 2 years of customer service experience, preferably in a high-volume call center environment
- SAP experience preferred.
OTHER SKILLS, ABILITIES, AND QUALIFICATIONS:
- Proficient in Excel and Microsoft Word
- Strong organizational and planning skills
- Ability to solve problems
- Excellent phone skills
- Proactive in identifying areas for process improvement
- High degree of flexibility and the ability to multitask
- Excellent written and verbal communication skills with the ability to read, write, and communicate fluently in English
- Strong analytical abilities to be able to recognize errors, evaluate trends, and anticipate difficulties.
- Must be deadline oriented with the ability to remain calm and composed during stressful situations
PHYSICAL DEMANDS: Incumbent must be able to stand, walk, sit, use hands, reach, talk, and hear.
ADDITIONAL INFORMATION:
This job is 100% remote. The ideal candidate will be available during regular working hours between 8 am and 5:30 pm. Must have sufficient ‘home office’ standards including but not limited to confidential workspace, high speed internet, etc.
BENEFITS AND COMPENSATION:
The salary range for applicants in this position generally ranges between $48,426 and $60,532 . This range is an estimate, based on potential employee qualifications, operations, needs, and other considerations permitted by law.
The Company offers a variety of benefits to its employees, including but not limited to health insurance, paid holidays, paid time off, 401(k) Savings and Trust & Plan with company match, Company Pension Plan, Performance Based Bonus/Commission, and continuing education.
All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
Salary : $48,426 - $60,532
