Address
Form of workJob Description
Escalation Specialist
Top 3 Skill Sets: B2B customer relationships, strong problem solving and attention to detail, phenomenal communication skills
Education Requirement: Highschool, Bachelor's degree preferred
Years of experience: 3 -5 but willing to look at less if they meet the requirements
Team’s Work Schedule (Hybrid - Days of the week or fully onsite): 4 days office/1 day remote but will adjust as per company guidelines
Intermediate Excel skills needed
**Job Summary:**
The Escalation Specialist plays a crucial role in ensuring the satisfaction of the Retail and Builder channel customer by efficiently handling escalated requests. The ES will be working closely with Retail and Builder Partner Care Account Managers and cross-functionally across various SEA departments to ensure prompt resolution. In addition, the ES will be responsible for managing and maintaining cosmetic part inventory levels, following escalated cases from beginning to end, and reporting escalated cases to Leadership Team.
**Key Responsibilities:**
1. **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
2. **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.
3. **Communication:**
- Maintain clear and professional communication with dealers, builders, contractors, service providers, and sales.
- Provide timely status updates on warranty claims and escalations.
4. **Quality Assurance:**
- Monitor and analyze trends in service escalations to recommend improved policy and process improvements.
5. **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.
Why Work for Us?
Established in 2006, continues to grow dramatically within the IT/telecommunications/Automobility and SCM industry. We encourage our employees in personal development with a passion to succeed and we offer an excellent benefit package. Every employee has access to Medical, Vision, Dental, Life and 401K plus many more.
Top 3 Skill Sets: B2B customer relationships, strong problem solving and attention to detail, phenomenal communication skills
Education Requirement: Highschool, Bachelor's degree preferred
Years of experience: 3 -5 but willing to look at less if they meet the requirements
Team’s Work Schedule (Hybrid - Days of the week or fully onsite): 4 days office/1 day remote but will adjust as per company guidelines
Intermediate Excel skills needed
**Job Summary:**
The Escalation Specialist plays a crucial role in ensuring the satisfaction of the Retail and Builder channel customer by efficiently handling escalated requests. The ES will be working closely with Retail and Builder Partner Care Account Managers and cross-functionally across various SEA departments to ensure prompt resolution. In addition, the ES will be responsible for managing and maintaining cosmetic part inventory levels, following escalated cases from beginning to end, and reporting escalated cases to Leadership Team.
**Key Responsibilities:**
1. **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
2. **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.
3. **Communication:**
- Maintain clear and professional communication with dealers, builders, contractors, service providers, and sales.
- Provide timely status updates on warranty claims and escalations.
4. **Quality Assurance:**
- Monitor and analyze trends in service escalations to recommend improved policy and process improvements.
5. **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.
Why Work for Us?
Established in 2006, continues to grow dramatically within the IT/telecommunications/Automobility and SCM industry. We encourage our employees in personal development with a passion to succeed and we offer an excellent benefit package. Every employee has access to Medical, Vision, Dental, Life and 401K plus many more.
- 401K with Employer Match
- Company Paid Dental, Vision, Life and Medical up to 100%
- Paid Sick Leave
- Chance for VISA sponsoring
