Address
Form of workJob Description
Client Support Specialist
Schedule: Hybrid
Duration: Long-term Contract
Main Qualifications & Responsibilities:
• 1 to 5 years’ experience
• Bachelor’s degree is preferred but not required
• Managing B2B retail clients
• Client support experience
• Intermediate MS Excel skills for data and pivot tables
• Handle escalations for Digital Channels - tracking through Excel spreadsheets
• Strong organizational skills
• Strong Email skills with the ability to manage a large Mailbox
• Strong communication skills – will be interfacing with Front-line staff at the retail stores, all the way up to Director level managers
• Systems experience and the ability to manage systems
• Navigate internal and externals company structures
• Industry experience: Home Appliance industry (huge plus), Consumer Electronics, Mobile or Wireless industries
Job Summary
The Escalation Specialist plays a crucial role in ensuring the satisfaction of the retail channel customer by efficiently handling escalated requests. Work closely with Account Managers and cross-functionally across various Company departments to ensure prompt resolution. Responsible for managing and maintaining cosmetic part inventory levels, following escalated cases from beginning to end, and reporting escalated cases to Leadership Team.
Escalation Handling:
• Work closely with the Partner Care Account Management Team to address escalated cases promptly
• Collaborate with Dealer Support, Builder Support, Product Support, GPCA, and Sales teams to resolve complex customer problems
Parts Coordination:
• Analyze warranty claims, FOC data and sales forecast to plan for future part needs.
• Work closely with the demand planning team to ensure timely sourcing of required replacement parts, considering lead times and supplier relationships.
• Collaborate with the warehousing and inventory management teams to maintain adequate stock levels of critical cosmetic parts to meet anticipated demand.
• Implement inventory control and ordering strategies to optimize part availability while minimizing excess stock.
• Monitor and report on parts usage and consumption patterns to make data-driven recommendations for stocking levels and sourcing strategies.
• Evaluate alternative distributors and negotiate favorable terms to improve cost-efficiency and availability of parts.
• Continuously improve forecasting models and processes to enhance parts availability and reduce lead times.
Communication:
• Maintain clear and professional communication with dealers, builders, contractors, service providers, and sales.
• Provide timely status updates on warranty claims and escalations.
Quality Assurance:
• Monitor and analyze trends in service escalations to recommend improved policy and process improvements.
Documentation:
• Track and report all customer escalations via VOC Report
• Maintain accurate records of warranty claims, parts orders, and escalations.
• Generate reports for management review.
Qualifications
• High school diploma or equivalent (Bachelor's degree preferred).
• Previous experience in customer service, warranty claims, or parts coordination within the appliance industry.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a fast-paced environment.
• Familiarity with appliance components and functionality is a plus.
Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.
Company DescriptionSchedule: Hybrid
Duration: Long-term Contract
Main Qualifications & Responsibilities:
• 1 to 5 years’ experience
• Bachelor’s degree is preferred but not required
• Managing B2B retail clients
• Client support experience
• Intermediate MS Excel skills for data and pivot tables
• Handle escalations for Digital Channels - tracking through Excel spreadsheets
• Strong organizational skills
• Strong Email skills with the ability to manage a large Mailbox
• Strong communication skills – will be interfacing with Front-line staff at the retail stores, all the way up to Director level managers
• Systems experience and the ability to manage systems
• Navigate internal and externals company structures
• Industry experience: Home Appliance industry (huge plus), Consumer Electronics, Mobile or Wireless industries
Job Summary
The Escalation Specialist plays a crucial role in ensuring the satisfaction of the retail channel customer by efficiently handling escalated requests. Work closely with Account Managers and cross-functionally across various Company departments to ensure prompt resolution. Responsible for managing and maintaining cosmetic part inventory levels, following escalated cases from beginning to end, and reporting escalated cases to Leadership Team.
Escalation Handling:
• Work closely with the Partner Care Account Management Team to address escalated cases promptly
• Collaborate with Dealer Support, Builder Support, Product Support, GPCA, and Sales teams to resolve complex customer problems
Parts Coordination:
• Analyze warranty claims, FOC data and sales forecast to plan for future part needs.
• Work closely with the demand planning team to ensure timely sourcing of required replacement parts, considering lead times and supplier relationships.
• Collaborate with the warehousing and inventory management teams to maintain adequate stock levels of critical cosmetic parts to meet anticipated demand.
• Implement inventory control and ordering strategies to optimize part availability while minimizing excess stock.
• Monitor and report on parts usage and consumption patterns to make data-driven recommendations for stocking levels and sourcing strategies.
• Evaluate alternative distributors and negotiate favorable terms to improve cost-efficiency and availability of parts.
• Continuously improve forecasting models and processes to enhance parts availability and reduce lead times.
Communication:
• Maintain clear and professional communication with dealers, builders, contractors, service providers, and sales.
• Provide timely status updates on warranty claims and escalations.
Quality Assurance:
• Monitor and analyze trends in service escalations to recommend improved policy and process improvements.
Documentation:
• Track and report all customer escalations via VOC Report
• Maintain accurate records of warranty claims, parts orders, and escalations.
• Generate reports for management review.
Qualifications
• High school diploma or equivalent (Bachelor's degree preferred).
• Previous experience in customer service, warranty claims, or parts coordination within the appliance industry.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a fast-paced environment.
• Familiarity with appliance components and functionality is a plus.
Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.
Founded in 1940, Yoh operates from 75 locations throughout North America and is headquartered in Philadelphia, PA. Yoh was the nation’s first technology staffing firm. As a business unit of Day & Zimmermann, Yoh has a flourishing global footprint, as our parent company operates from more than 150 worldwide locations.
Company Website: https://www.yoh.com/
Company Website: https://www.yoh.com/
